Evolution of the Service Experience: The Aftermarket Becomes the Driver of Differentiation and Value
Historically, service has been viewed as an aftermarket activity that is primarily needed because a product or an asset has been sold or installed on a customer site. This has led to an environment where service and maintenance operations are reactive and focused on a break/fix model, which results in a cost center.
Key pointer which this whitepaper talk about are below:
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Should organizations get started in this service culture shift?
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Key performance indicators (KPIs) should organizations look to as the shift to a more customer-centric service organization is established?
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What role does digital transformation play in aiding service organizations?
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What is keeping discrete manufacturers and service organizations from providing consistent, quality service or aftersales experiences?