BLOGS
Manufacturing CRM Isn’t Built for the Industrial Aftermarket
A new study commissioned by ServiceNow reveals what aftermarket leaders have known for years – the enterprise software stack is failing manufacturers where it matters most: post-sale. Key Takeaways A December 2025 study by Endeavor Business Intelligence, commissioned by ServiceNow and published via IndustryWeek, surveyed over 200 manufacturing executives at
The 30–60% Installed Base Revenue Opportunity is sitting untouched
Every equipment OEM has two businesses. The one it actively manages – new equipment sales – and the one it mostly ignores: the installed base it spent decades building. That second business is where the real money is. And most OEMs are leaving it on the table. The Gap Between
Installed Base Visibility: Where Is Your Equipment, Really?
If you look at your ERP right now, I can almost guarantee what you’ll find: a list of thousands of “Sold-To” addresses. You see the name of the contractor who bought the machine in 1995, or the procurement hub that processed the PO five years ago. Maybe a distributor in
The AI Churn Index: Spotting High-Risk customers before they buy from the competition
For Industrial Original Equipment Manufacturers (OEMs), the installed base is the definitive engine of profitability. The equipment already deployed in the field is expected to generate two to three times its initial purchase price in highly profitable aftermarket revenue, and more than 70% of future new equipment sales will originate
The CRM Paradox: Why Your New ERP/CRM Fails to Deliver a True Installed Base View
You have invested substantially in modernizing your core enterprise systems. Whether it’s a multi-million-dollar ERP overhaul or the global rollout of a new CRM and Field Service platform, the promise is the same: a holistic view of the customer and your assets. Yet, when Service or Aftermarket leaders ask one
OEM Aftermarket CRM: Why Standard CRMs Fall Short for Parts
TL;DR: Standard OEM aftermarket CRM systems track customer contacts and sales pipelines, but they weren’t designed to manage complex equipment assets across their lifecycle. For OEMs generating 40-70% of revenue from aftermarket parts and services, this gap means missed cross-sell opportunities, reactive service delivery, and invisible revenue potential sitting in
The Executive Visibility Gap: Why Industrial OEM Leaders Can’t See Their Installed Base
What Is the Executive Visibility Gap in Manufacturing? Most industrial OEMs have real-time visibility into their sales pipeline—but almost none into their installed base. This “Executive Visibility Gap” has become one of the most overlooked challenges in modern manufacturing. Leaders can track every opportunity, forecast, and quarterly target, yet remain
Manufacturing CRM Isn’t Built for the Industrial Aftermarket
A new study commissioned by ServiceNow reveals what aftermarket leaders have known for years – the enterprise software stack is failing manufacturers where it matters most: post-sale. Key Takeaways A December 2025 study by Endeavor Business Intelligence, commissioned by ServiceNow and published via IndustryWeek, surveyed over 200 manufacturing executives at
The 30–60% Installed Base Revenue Opportunity is sitting untouched
Every equipment OEM has two businesses. The one it actively manages – new equipment sales – and the one it mostly ignores: the installed base it spent decades building. That second business is where the real money is. And most OEMs are leaving it on the table. The Gap Between
Installed Base Visibility: Where Is Your Equipment, Really?
If you look at your ERP right now, I can almost guarantee what you’ll find: a list of thousands of “Sold-To” addresses. You see the name of the contractor who bought the machine in 1995, or the procurement hub that processed the PO five years ago. Maybe a distributor in
The AI Churn Index: Spotting High-Risk customers before they buy from the competition
For Industrial Original Equipment Manufacturers (OEMs), the installed base is the definitive engine of profitability. The equipment already deployed in the field is expected to generate two to three times its initial purchase price in highly profitable aftermarket revenue, and more than 70% of future new equipment sales will originate
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Manufacturing CRM Isn’t Built for the Industrial Aftermarket
A new study commissioned by ServiceNow reveals what aftermarket leaders have known for years – the enterprise software stack is failing manufacturers where it matters most: post-sale. Key Takeaways A December 2025 study by Endeavor Business Intelligence, commissioned by ServiceNow and published via IndustryWeek, surveyed over 200 manufacturing executives at
The 30–60% Installed Base Revenue Opportunity is sitting untouched
Every equipment OEM has two businesses. The one it actively manages – new equipment sales – and the one it mostly ignores: the installed base it spent decades building. That second business is where the real money is. And most OEMs are leaving it on the table. The Gap Between
Installed Base Visibility: Where Is Your Equipment, Really?
If you look at your ERP right now, I can almost guarantee what you’ll find: a list of thousands of “Sold-To” addresses. You see the name of the contractor who bought the machine in 1995, or the procurement hub that processed the PO five years ago. Maybe a distributor in
The AI Churn Index: Spotting High-Risk customers before they buy from the competition
For Industrial Original Equipment Manufacturers (OEMs), the installed base is the definitive engine of profitability. The equipment already deployed in the field is expected to generate two to three times its initial purchase price in highly profitable aftermarket revenue, and more than 70% of future new equipment sales will originate
“Get our bi-monthly blog digest! Sign up now to receive it in your email inbox!
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