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      2 min read

      A Peer’s View: Unifying Warranty Management through Customer Self Service

      Manufacturers are saddled with multiple legacy systems that seem like they’ve been with the company from its concept. Some may have…


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      3 min read

      How Field Service Operations Should Manage the Pandemic

      During the second half of 2020, your company's field services operations will build its road forward. Initiatives previously tabled for further discussion later are now immediate concerns. Automating knowledge management, service delivery and parts availability for web-based availability, is now top-of-mind. Considering customer access and contact is becoming increasingly difficult, pandemic-fueled necessity is driving attention to cloud-based information access and workflow.


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      4 min read

      Warranty Transformation: From Legacy System to SaaS Solution

      If you are a durable goods manufacturer, then it is likely that your company still operates a legacy system for warranty management. Legacy systems are costly to maintain and modify, since there are very few people inside the organization who remember how the system works Your company must employ people with specialized knowledge of the system, and if they leave the organization, their expertise walks out the door with them.


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      2 min read

      How to Build a Forever Transaction with Every Customer

      It’s every manufacturer’s challenge: how to build a forever transaction with every customer you’ll ever have.

      Initial product sales are your primary focus, and rightly so – they provide immediate net new revenue, cash flow and market share growth. Though when you turn a single-event sale into a subscription model, the revenue scope shifts to an ongoing relationship, facilitating a forever transaction, and often a customer for life.


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      2 min read

      Why Servitization Practices are Moving from a Product Focus to a Service-First Model

      Seemingly every company touts a customer-first focus. Though for manufacturers, an accurate admission is that their concentration is squarely on their products. It’s a common trap: manufacturers have people and processed that primarily think from the product vantage, with systems and technology infrastructure that keeps this mindset prominent.

      Is this a profitable way forward?


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      Tim Nissen

      Tim Nissen has built companies through marketing in categories including technology, manufacturing, energy, commercial real estate and business services.