Serviceability: is this the new OEMs’ frontier?

After Sales Service is seen, by machine makers, as the first income of the installed base, a way to differentiate their offer and an answer to the profits erosion due to a stronger and stronger competition trained by the tendency to trivialize what is “brick and mortar”. Anyway, we have to ask ourselves if intangibility, simultaneity between manufacturing and consumption, costs dependence on customers behaviors and demand heterogeneity can be easily managed by product driven cultures.


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