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Winning With Service

By Teresko, John
Publication: Industry Week
Date: Saturday, April 1 2006

HEADNOTE

Service is becoming "super service" as machine tool builders and other production equipment vendors innovate a new competitive model. No longer a tired after-sales routine, service is now the strategy that builds and establishes

reputations, sells the product and creates new business potential for vendor and customer alike. The customer lesson: Leverage the service strategy of your suppliers.

IF MACHINE-TOOL BUILDERS WOULD TEACH THEIR ROLE MODEL SERVICE STRATEGIES TO THE AUTO INDUSTRY, MAYBE ... * Carmakers would emphasize innovative service strategies to compete and grow sales potential. * Auto showrooms would be reassigned to focus on delivering on-going educational value to the existing customer base. * Cars would always be plugged in at night-to connect to the manufacturer's on-line diagnostic and maintenance system. * And that on-line connection could resolve most mechanical/electrical optimization.

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Subject: Business models, Information technology, Machine tool industry, Market strategy

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