Titlebook: Managing Industrial Services; From Basics to the E Thomas Friedli,Philipp Osterrieder,Moritz Classen Book 2021 The Editor(s) (if applicable

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Servitization of Manufacturing Companiesh goods and value-added services. Generally, the process of servitization is triggered by either customers demanding services complementary to the pure provision of hardware or proactive CEOs anticipating the value of a sound service business. But even though transitioning toward a service provider

Organization

Fundamentals of Industrial Service Managementgoods-centric business and the legacy organization of a manufacturing company. The main challenges include conflicts between the product and service department and that service management requires more structure and sound processes. Consequently, manufacturers must professionalize their industrial s

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Service Strategyeases when manufacturers have limited experience with managing the service business..Formulating a service strategy is a comprehensive endeavor that must be aligned with the overall corporate objectives and strategy. The service strategy definition process must incorporate actionable initiatives tha

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Service Salesrs are unable to capitalize on the expansion of their service portfolio. That is because commercial models have not been sufficiently adjusted to the new realitiy of industrial services becoming increasingly smart. The sales force, too, faces difficulties to adapt. The St.Gallen Industrial Service S

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Customer Relationship Management and the Value Networknsaction-based, value-in-exchange product business, developing and selling services successfully necessitate the change to a proactive relationship with continuous collaboration and value delivered in-use. Consequently, the company-customer touchpoints increase dramatically, requiring the manufactur

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