Gartner Research

Optimizing Service Pricing to Influence Customer Behavior

Published: 01 April 2019

ID: G00707420

Analyst(s): Finance Research Team


An effective pricing strategy is a powerful tool to drive efficient utilization of shared services and ensure customers do their part in keeping costs low. Shared services leaders can use this research to understand how to optimize service pricing to drive three key customer behaviors.

Table Of Contents

3 Critical Customer Behaviors

Encourage Customers to Efficiently Plan Their Use of Shared Services

Offer Superior, White Glove Service At a Price

Penalize Deviations From Planned Usage

Nudge Customers Toward Standardized Service Delivery

Penalize Low-Quality Inputs to a Process

Charge a Premium for Service Customizations or Add-Ons

60:40 Mixed Service Pricing

Drive Greater Partnership on Continuous Improvement Projects

Provide Upfront Incentives for Participation in Project Development

Establish Commitments for Future Cost Savings From Improvement Projects


Recommended by the Authors

About This Research

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