Service Strategy of Software Industry in Bangladesh: A Case Study on WebXpress

Abstract

The software industry in Bangladesh has experienced significant growth in recent years, driven by increased digital transformation, a burgeoning entrepreneurial ecosystem, and the rise in demand for tailored software solutions. This thesis presents an in-depth analysis of the service strategies employed by WebXpress, a leading Bangladeshi software development company specializing in CRM, HRM, POS software, account management solutions, and eCommerce website development. The analysis investigates multiple facets of WebXpress’s service strategy, including customer relationship management, customization, market segmentation, pricing strategies, and technical support. It further explores the unique challenges and opportunities faced by the company within Bangladesh’s competitive software landscape. The findings highlight that WebXpress has effectively employed a customer-centric service strategy, focusing on flexible software solutions, robust client support, and market adaptation to meet the diverse needs of its customers. Additionally, the study identifies areas for improvement, such as scalability and international expansion, and presents actionable recommendations for the company’s future growth. The research concludes by offering valuable insights into the service strategies of WebXpress and their relevance to the broader software industry in Bangladesh. This thesis is submitted in partial fulfillment of the requirements for the Executive Master of Business Administration (EMBA) degree, providing a comprehensive contribution to the existing literature on service strategy while offering practical recommendations for software companies operating in emerging markets like Bangladesh. It is hoped that this research will serve as a valuable resource for industry practitioners, academics, and policymakers aiming to enhance the software industry in Bangladesh