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Servitization & Outcomes-Based Service

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 Building off of the creation of recent special report The Service Centricity Playbook: 7 Phases of Morphing from Product Provider to Trusted Advisor, Sarah and Hilbrand Rustema, Founder and Managing Director of Noventum, discuss the five most common areas where companies go wrong on the Servitization journey.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. Today we’re going to be walking through the five most common…

This is part of an ongoing series on the state and standards of service management software in 2020. Here are the previous articles in the series: What is Service Management Software? The Key Capabilities of Service Management Software The Attributes of Best-in-Class Service Delivery Software The Operational Capabilities of Service The Building Blocks of Customer Experience Excellence Implementing New Service Software The Politics and Potential of Changing Service Software Providers What is Servitization? In our…

2020 presented more challenges and hardships than any of us were prepared for, but I do believe if you look closely there were some positives among all the adversity. For me, witnessing how the leaders I’m speaking to rose to the challenges of 2020 with grit, resilience, and fortitude inspired and encouraged me. They’ve shown true compassion for their coworkers and customers alike, bonded together by a deepened sense of empathy. Beyond the individual level,…

Emilie Giraudet, formerly the Head Of Customer Service Business Support & Sales Steering at GEA Group, shares with Sarah her hard-won and valuable insights from more than a decade of work transforming global service at GEA. Insights include practical advice for how to influence and align key stakeholders, how to set a solid technological foundation, and three keys to successful change management.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your…

Eickhoff is a family owned company founded 1864 headquartered in Bochum, Germany. The company’s 1,300 employees worldwide support two business units: mining equipment and gearboxes used in industrial and wind turbine applications. Like many manufacturers, Eickhoff in recent years has been navigating a new world of customer expectations and determining the role service will play in the company’s ability to differentiate. Service for the company’s two business units looks very different, as do customer expectations.…

This is part of an ongoing series on the state and standards of service management software in 2020. Here are the previous articles in the series: What is Service Management Software? The Key Capabilities of Service Management Software The Attributes of Best-in-Class Service Delivery Software The Operational Capabilities of Service The Building Blocks of Customer Experience Excellence Implementing New Service Software The Politics and Potential of Changing Service Software Providers So here’s the deal—we talk…

Tim Baines, Professor of Operations Strategy at Aston Business School and Executive Director of the Advanced Services Group, makes his third appearance on the podcast sharing with Sarah insights into one of the most-discussed aspects of servitization: how to create revenue.     Sarah Nicastro: Welcome to The Future of Field Service Podcast. I’m your host, Sarah Nicastro. Today we’re going to be talking about the business model blueprint for Servitization success. I am excited to…

As a college student, I had the decidedly unglamorous job of overseeing the launch of the Nintendo Wii as a shift manager at GameStop. Due to a variety of supply chain challenges at Nintendo, the Wii launch was notorious for a supply drought that lasted well past my tenure with the company. Several years at least. That first holiday season was brutal, as furious parents took every opportunity that they could to berate the twenty-year-old…

We take it almost for granted now that devices, from mobile phones to industrial equipment, evolve through software updates long after they are released, in order to meet changing needs. Yet while the software can be customised and updated, the hardware stays the same. Manufacturers continue to sell the same products to all customers for many years. What if not only the software, but also the hardware could be updated, to keep products relevant long…

Service businesses and mobile devices are not in any way strangers—I’ve written many articles about the relative maturity of the mobile service market, across a variety of industries. I’ve also spent quite a bit of time recently discussing the various business changes impacting manufacturers, whether they be industrial, medical, or high-tech (and yes, I know that these three groups don’t represent all manufacturers). So let’s smoosh those two things together and think about the unique…