Personalization at Scale: The New Game for Industrial OEMs
TL;DR Every customer matters, not just your top ones Today’s customer expects to be served in a personalized way The dichotomy of being able to personalize experience...
Chief Installed Base Officer – how does an OEM go about organizing for this key role?
A few weeks ago, I suggested that industrial OEMs should create a new role, that of a Chief Installed Base Officer (CIBO). Based on the comments and reactions, I...
The case for a Chief Installed Base Officer
A couple of weeks ago I posted what I thought was a provocative article suggesting that the Aftermarket a.k.a Installed Base is too important to leave in the hands...
What Does Maslow’s Hierarchy of Needs have to do with Industrial OEMs, Digitization of Customer Experience & Installed Base?
TL;DR Maslow’s hierarchy of needs is a good framework for understanding how companies think Providing “food shelter water” is critical before satisfying higher...
The Aftermarket is too important to be left to Aftermarketers
I know, I know…this sounds like clickbait. Maybe it was if it made you read this post, so hear me out. After 25+ years of being in and around the Industrial...
4 Best Practices to Drive Double-Digit OEM Growth in 2022
After years of focusing on supply chain and operational initiatives, OEMs are now turning their sights to aftermarket growth. This shift is a welcome change as tending...
The one thing that can save your IIoT initiative
Quick Takeaways: While IIoT is gaining momentum, only a small fraction of the world’s Installed Base is connected and monitored remotely. While IoT data and analytics...