The long-tail is where the next billion in service revenue is (Part 2)

In my last post, I covered the stakes in expanding the coverage of after-sales services to a wider customer base. Here is a Venn diagram that explains the current situation for the best run services businesses in the industrial machinery sector. Install-base services coverage Whom did we sell our machines...

The long-tail is where the next billion in service revenue is (Part 1)

      For the last couple of decades, as service revenue grew in importance, industrial machinery OEMs rightfully focused on their large named accounts. Adhering to the 80-20 principle in increasing penetration of strategic accounts has been hugely successful but as large customers start to consolidate purchasing, not only...

Resilient field services

Machinery companies with a mature field service activity have perfected processes and trained service engineers to intervene proactively and rapidly to deliver their SLA's. The last 6 weeks have turned their traditional field service execution models upside down. As businesses re-emerge from the lockdowns, resilience will be the key word...

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