What Is Pedowitz Group’s POV on the Future of Service Design?
Pedowitz Group sees the future of service design as revenue-connected, data-informed, and orchestrated across journeys, teams, and partners.
Pedowitz Group’s point of view is that the future of service design is revenue marketing–led. Service can’t sit on the sidelines of demand and growth. It must be designed as a system that connects journeys, data, and teams across marketing, sales, and customer success. That means service experiences are orchestrated from a shared revenue model, powered by insights, and continuously redesigned to improve adoption, retention, and expansion—not just to close tickets.
Core Elements of Pedowitz Group’s Service Design POV
The Pedowitz Future-of-Service-Design Playbook
This playbook reflects how Pedowitz Group helps organizations redesign service through a revenue marketing lens—from strategy to metrics.
Align → Map → Instrument → Orchestrate → Enable → Measure
- Align on a revenue-connected vision: Define how service contributes to pipeline, retention, and expansion. Build a shared vision that ties service design to your RM6™ maturity and revenue marketing strategy.
- Map journeys across the lifecycle: Document end-to-end journeys—from first touch to renewal—and identify the moments where service design can unlock value, reduce friction, or change the revenue outcome.
- Instrument data and metrics: Connect marketing, sales, and service systems. Stand up dashboards that show how service experiences influence leading and lagging indicators, not just operational SLAs.
- Orchestrate cross-functional plays: Design and codify plays that span teams: onboarding programs, save motions, expansion plays, and advocacy programs triggered by behavioral and revenue signals.
- Enable teams and partners: Equip internal teams and ecosystem partners with playbooks, content, and guidance so they can deliver the intended service design consistently at scale.
- Measure, learn, and iterate: Use structured experiments to test new service patterns, compare impact, and continuously refine design based on RM6 benchmarks, dashboards, and business results.
Service Design Maturity Through a Pedowitz Lens
| Capability | From (Traditional) | To (Pedowitz POV) | Owner | Primary KPI |
|---|---|---|---|---|
| Service Strategy | Support-focused, cost and SLA centric | Revenue-connected, grounded in RM6 and lifecycle value | CX / Revenue Leadership | Net Revenue Retention |
| Journey Design | Isolated processes by team | Integrated journeys aligned to the Revenue Marketing Index | Service Design / RevOps | Time-to-Value |
| Data & Insight | Channel reports and satisfaction surveys | Unified dashboards tying service to pipeline, retention, and expansion | RevOps / Analytics | Service Influence on Revenue |
| Execution & Orchestration | Manual handoffs and ad hoc responses | Codified plays orchestrated across marketing, sales, and service | Service Ops / Marketing Ops | Play Adoption & Win Rate |
| Technology & Automation | Tools selected by function | Connected stack designed to support revenue marketing and service journeys | IT / Operations | Automation Coverage of Key Journeys |
| Measurement & Governance | Periodic reviews and anecdotal feedback | RM6-informed governance with clear KPIs and continuous improvement loops | PMO / CX Governance | Service Design Improvement Velocity |
Client Snapshot: Service Design as Revenue Marketing in Action
In work with large B2B enterprises, Pedowitz Group often starts by reframing service as part of the revenue engine. For example, in the Comcast Business Revenue Marketing Case Study, the focus on orchestrated journeys, unified data, and automation created a foundation where marketing, sales, and service could collaborate around common outcomes. Our future-of-service-design POV builds on these types of transformations: service is designed as a measurable contributor to revenue, not a downstream cost center.
In short, Pedowitz Group believes the future of service design belongs to organizations that treat service like revenue marketing: journey-led, data-powered, technology-enabled, and relentlessly accountable to growth.
Frequently Asked Questions About Pedowitz Group’s Service Design POV
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