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LiveWorx 2018

s785 - How to Successfully Grow Your B2B Service and Solutions Business

Session Description

Manufacturers have a long-standing tradition to outsmart competition through superior product performance. Yet, across industries, it has increasingly become hard to beat competition solely through better product features. Recognizing that product differentiation alone won’t do the trick is what Wolfgang Ulaga describes as “the razor-blade problem.” The Co-Executive Director of Arizona State University’s Center for Services Leadership explains: “If you add more and more blades to a shaving razor, they might increase the product’s value and differentiate it among competing razors in the eyes of customers. But, inevitably, there may come a point when adding “more of the same” may not increase the value of the original product in a significant way,” Wolfgang argues. When product sales alone won’t help companies in meeting ambitious revenue and growth goals, they often turn to services as the next growth engine. Seeking growth through Service (with a ‘capital S’) requires a fundamental shift from a product-centric to a service-savvy mindset. Conventional thinking too often views ancillary services provided beyond products as ‘a necessary evil’, but not as a strategy in its own right. During this track spotlight, Wolfgang will share best practices and insights gained from working with dozens of manufacturers on defining and implementing their service growth strategy. He will describe the 12-step hands-on roadmap to successfully grow your B2B service and solutions business introduced in his book, Service Strategies in Action (S2iA). Following these 12 steps has empowered many manufacturers to deliver next-generation service.


Session Presenter
Additional Information
Service Transformation
Augmented Reality, BOM Management, Connected Device Management, Connected Field Service, IoT for Service, Predictive Service, Service Parts Management, Technical Documentation
Learn the roadmap of 12 steps that has empowered dozens of innovative manufacturers to deliver next-generation service.
Assess whether your company is ‘fit-for-service’ by controlling the critical resources and unique skills needed for service growth.
Explore how you can accelerate revenues and profit growth by monetizing innovative services grounded in data and analytics.
Track Spotlights
45 minutes
Session Schedule