I recently polled global manufacturing executives on how developed their strategies are for Connected Service and IIoT…and every one of them is investing in ways to engage all customers and partners from original equipment sale through upgrade, service, maintenance, and retirement. Here are a few excerpts from my conversations, and an infographic to help you respond to service as the new market driver:
“We are driving to close historical gaps between original equipment sales and full life-cycle care, service, and support. We are investing in new technologies and systems that engage all customers and partners from original equipment sale, throughout the upgrade, service, maintenance, and retirement cycles."
“Our focus is to improve overall profitability AND customer loyalty & engagement. We can no longer handle the disconnected roles of channel partners, and have increased emphasis on beating service/parts replicators by managing pricing and lead-times, local coverage, and superior customer service to win or win back ‘aftermarket services’. We are paying attention to IoT strategies and solutions."