Servitization from the customer perspective
There is a strong trend towards servitization in several industries. Still a lot of companies are struggling to capture the expected benefits. One success factor with servitization is understanding the logic behind the customer purchase decision. The customer and the service provider can experience benefits from adapting more advanced services when this understanding is established.
Based on a recent Triathlon study investigating why companies buy advanced services, this newsletter presents the customer perspective of servitization. The customer need, purchasing decision criteria and execution and follow-up are topics covered as well as recommendations to OEMs for becoming attractive service providers.
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