Business Intelligence

Achieving Excellence In After-Sales Services: A Primer For Industrial Companies

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Executive Summary

Inspired by the success of these and other pioneering manufacturers, a number of industrial goods companies have attempted to make the shift from pure manufacturing organizations to organizations with an added focus on after-sales services, such as preventive maintenance; spare-parts supply; repairs, retrofits, and upgrades; and disposal and recycling. But many companies are struggling in that effort, and few are reaping the full extent of the expected rewards. Part of the problem is that these companies tend to see their product-based businesses as central to their identity and their service businesses as tangential.

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