Onsite deployments have long been the heart of services in industrial equipment. We have often talked about the need to have Field Services participate in activities over the whole customer engagement lifecycle. Now, ongoing travel restrictions and social distancing guidelines are accelerating the digital transformation for equipment and hardware manufacturers. In response to the pandemic, companies have built virtual organizations and enhanced their remote service capabilities. The LAER model is the best framework to engage customers throughout the “new normal” lifecycle.
Key topics include:
- The state of services in industrial equipment.
- The Land, Adopt, Expand, Renew (LAER) customer engagement model in response to the crisis.
- The LAER model is the new normal and how to become LAER efficient.
Tracks: Field Services, Industrial Equipment, Interactive Breakout