IDC Manufacturing Insights provides framework for service innovation in the move toward profitable customer centricity


Oct 5, 2016

New IDC MaturityScape guides organizations in their journey to achieve customer centricity in service innovation

FRAMINGHAM, Mass., October 5, 2016 – More than 30 billion connected "things" are expected in the market by 2020, and to keep up, manufacturers intend to double the percentage of their products that are connected in the next three years. Manufacturers are challenged to deliver value-added, profitable services through these connected products. They can do this through technology, namely the Internet of Things (IoT), and offer value-added services such as monitoring, predictive maintenance, and guaranteed uptime, each of which creates a potential new revenue stream that extends the lifetime value of a customer. To enable executive leadership, IT and business leaders to redefine their customer relationships and the way they deliver value to the customer, IDC Manufacturing Insights has developed, IDC MaturityScape: Manufacturing Service Innovation (Doc #US41758816).

"As the technological foundation for service innovation becomes established, IDC Manufacturing Insights sees a shift in how the processes and functional areas of after-sales services are managed both operationally and strategically," said Heather Ashton, research manager for IDC Manufacturing Insights.

IDC Manufacturing Insights presents the IDC MaturityScape for Service Innovation as a road map to help guide manufacturers through their current and aspirational approaches to customer support and service delivery throughout the service lifecycle. It can enable manufacturers to:

  • Assess their competency and maturity in service innovation and identify where they are on their journey.
  • Help start a conversation among business, digital, and technology executives about goals, strategies, and actions relative to service innovation initiatives that focus on delivering financial benefits along with customer satisfaction.
  • Use the baseline in this document to identify and define short- and long-term goals and help plan for improvements across all of the dimensions of pursuing service innovation initiatives.
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