For decades, manufacturers have competed largely on the strength of their products. But today, it is difficult to differentiate on the basis of product alone. Instead, it’s the experience your manufacturing company provides to your customers and partners that increases market differentiation. A well functioning service team deepens customer relationships by delivering value and engagement through personalized experiences during the product ownership lifecycle. And it can provide incremental profits by expanding service-based revenue models.
Why is providing this elevated level of service experience hard to achieve? Part of the challenge is organizational. Customer and field service teams might report into different executives. Different product lines, divisions, or geographic regions may have their own service organizations that handle
customers differently. Additionally, systems-based challenges, like working
with siloed data in separate systems with no single customer view, accentuate
service delivery difficulties.
Finally, the partner ecosystem can be a challenge. Manufacturers may sell and service customers through third-party service providers, distributors, or dealers. You often have little visibility into or influence over the customer service experiences. So, how can you overcome these challenges and transform the service experience your customer receives?
This article is posted at salesforce.com
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