Corporate consulting for customer solutions bridging diverging business logics

Sammanfattning: The change from mere product supply to customer solutions, integrated and customized offerings (including e.g. products, software and services), has been argued to be a route to success in the 21st century. However, current literature offers little support for leaders who must manage the customer solutions business’ need for bridging the diverging business logics of products and consulting. The thesis addresses this organizational challenge and aims for an understanding of the phenomenon corporate consulting, consulting businesses in product-based organizations. More specifically, the author investigates whether, and if so how, corporate consulting can be a general way of providing customer solutions.The author was formerly a marketing director of just such a corporate consultancy, and has remained a part-time employee throughout the research project. An in-depth study from within the organization enabled the collection of a rich set of longitudinal empirical data through self-ethnography and insider action research. It also led to a marked emphasis on aspects relevant to both academy and industry. A subsequent broader study into other corporate consultancies helped to generalize the findings further.The thesis investigates corporate consulting using two levels of analysis. The subsequent findings indicate firstly that, within the consulting unit, the simultaneous existence of consulting logic and product logic can lead to dual organizational identities (a consultant- and a staff identity) in corporate consultancies. The importance of managing these identities through conscious rhetoric is emphasized.Secondly, on an overall company level, the relation between the product business and the consulting business is in focus. The main conclusion here is that, despite a consulting unit’s responsibility for customized offerings, customer-orientation cannot be delegated to corporate consultancies in order to enable the traditional product business to carry on with “business as usual.” In a customer solutions business, top management must, instead, infuse a general customer-orientation into the whole organization, and the corporate consultancy must be handled as an integral part, rather than a mere extension for customization.