Crafting and Executing Successful Research Partnerships

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Crafting and Executing Successful Research
Partnerships

• Stephen W. Brown
• SERVSIG Doctoral Consortium
• October 4, 2007
• San Francisco

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Crafting Executing Successful Research
Partnerships

• How does the CSL help faculty/doctoral students?
• Crafting and managing a project
• Delivering a valued project

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What is the CSL all about?
Science We are in the business of the science
of services we base our understanding of
effective services on research and objective
criteria, not just platitudes
Significance We are in the business of
developing and sharing what works in the real
business world, not just pure theory.
Symbiosis We are in the business of building a
cross-industry and cross-functional network of
companies and academics who can help each other
discover fresh ways to compete through service
not just business as usual.
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CSL Member Companies
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CSL Member Companies
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Actionable Research
What is the relationship between IBMs sales and
service in determining success with major
accounts?
The Center for Services Leaderships research
dramatically opened our eyes and led to
significant changes at IBM. Michael Daniels
Senior Vice President
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Some Recent and Current Projects

• Effects of Service Recovery on Customer
  Identification and Profitability
• Inter-organizational Service Coordination and
  Excellence
• Relationship Strategies and Customer Attachment
  Styles

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Crafting and Managing a Project

• Building a win-win through active listening
• Co-creating a research proposal
• Negotiating and compromising
• Expecting the unexpected

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Project Deliverables

• Establish two timelines
• Reasonable accessibility of faculty/student team
  throughout project
• Power Point a) report and b) presentation to
  partner company
• Academic outcomes dissertation, publications in
  premier journals

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Actionable Research