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Research Report

The New Customer Lifecycle Management for OEMs

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There have been two mega-trends impacting all equipment manufacturers over the last eight years:

  1. Commoditization of feature functionality
  2. A pivot away from pure break/fix service and toward providing services that help customers achieve better business outcomes 
The disruptive nature of these trends has only been accelerated with the global pandemic. To emerge stronger from the crisis, equipment manufacturers must help their customers get more out of their products and services by driving adoption and developing new service offers. 

This report describes the LAER (Land, Adopt, Expand, Renew) model of OEMs and equipment manufacturers in response to the pandemic and beyond.

Authored By:

Harald Kopp

Director, Industrial Services Research, TSIA

Publish Date: September 8, 2020

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