Manufacturing Value Chain

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Combatting a competitive market is no easy task. A growing concern of many manufacturers is the potential that they no longer have a tight bond with their customers which can withstand upstart competitors or third-party service providers who can eat away at profits. Recent IDC Manufacturing Insights data highlighted that the top business concern for service leaders was declining sales closely followed by a desire to expand into new markets. These two concerns combined demand that manufacturers innovate with new service products, differentiate through enhanced value, and wow current customers and prospects via value-add experiences.


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This past week, I came across an article which explored how one luxury auto manufacturer looked to achieve 100% customer satisfaction. To me this seems like a goal off a billboard or one found on a motivational poster in a contact center. But this manufacturer truly believes it can and should have this as its target to be measured and be held to account.


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New beginnings are exciting. The promise of something fresh, new things to explore, and a rejuvenation of outlook and energy. In my new journey as the Program Director for Service Innovation & Connected Products within IDC’s Manufacturing Insights group, I feel all those emotions. For the last ten years, I have researched the trends and the opportunities for growth that impact the field service and customer support leader. In my next decade of exploration, I am excited to hone in more specifically on the future for the manufacturer within service.


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