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Servitization and the Customer Service Supply Chain—the View From a Primary Supplier

08/01/2017
Category: Manufacturing

I ended my "Servitization and the customer service supply chain" article with a commitment to follow the chain from a primary supplier through to the consumer and then share with you what I’ve found. To recap, the questions I am interested in getting answers to include: are manufacturing businesses using customer experience to differentiate themselves? If they are, how are they doing this, and how are they impacted by the customer service they receive from their suppliers?



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Intermediate Services—the Start of Your Servitization Journey

18/12/2016
Category: Technology Innovation

In my September post, the ironically titled "Are British factories an Endangered Species" (and for the record the answer is an emphatic NO!) I proposed that servitization was a route through which business could grow and simultaneously deepen the relationships they have with their customers. While the biggest benefits of the servitization transformation are realised when the business starts to offer advanced services (outcome focused on capability)—providing intermediate services (outcomes based on product condition) is probably a good place for most business to start their servitization journey.



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Servitization and the Customer Service Supply Chain

05/10/2016
Category: Manufacturing


In my recent article "Are British factories an endangered species?" I talked about how UK manufacturers can use the process of servitization as another way of staying ahead of the competition. Whether a manufacturer is offering intermediate services such as a helpdesk, periodic maintenance, repair and overhaul; or advanced capability-based services such as "kilometres moved" offered by companies such as MAN Truck and Bus UK or Alstom’s Train-Life services, customer service will be a key component of the “service” provided.

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Are British Factories an Endangered Species?

19/09/2016
Category: Manufacturing

With the rate of change accelerating fast the outlook for large chunks of UK manufacturing is far from rosy. The basic business model for large numbers of factories up and down the country can’t be sustainable in the long term.
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Brexit — Change and the Need for Agility

30/06/2016
Category: Manufacturing

As the dust settles after the referendum in the UK last week, companies are facing the challenge of sifting through the uncertainty and concerns surrounding the impact of the result that the UK will leave the European Union (EU).  "Brexit" is now a reality and the global markets have already felt the impact of the vote. Many businesses are wondering how this decision will alter the way they conduct business with partners, suppliers and customers at home and abroad.
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Users helping users at the upcoming UK and EMEA EUG conference

17/06/2016
Category: Technology Innovation

We’re looking forward to meeting a full house of Epicor users and partners during the Epicor User Group (EUG) conference for the UK and EMEA next week. Taking place on June 22 and 23 at Staverton Park Hotel, Daventry, UK, it promises to be a busy and exciting event. 
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How to Eliminate Inefficiency to Propel Your Growth—and Protect Your Brand

24/05/2016
Category: Technology Innovation

As a manufacturer, you understand that to grow in today’s competitive global markets means that your business must operate with increasing efficiency. However, this can quickly lead to a catch-22 situation that perhaps you’ve experienced: while you’re working to become more efficient to drive growth, unplanned growth happens—such as surprise surges in demand that you just weren’t prepared for. And suddenly, you find that your operations are overwhelmed and becoming less efficient instead of more so.
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