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For industrial equipment companies, it is a challenge to fight commoditization of products and product-attached services, and to manage the digital transformation.
This report identifies the most relevant business challenges faced by our members. TSIA then translates the challenges into the core capabilities that services organizations of industrial equipment manufacturers will need to embrace to succeed in 2020 and beyond
Onsite deployments of field personnel are highly restricted for equipment and device manufacturers as a result of the COVID-19 crisis. Oftentimes, remote support is the only way to help customers and, increasingly, customer support is provided by a virtual organization.
We now find ourselves in an environment where customers are more accepting of remote connections of their equipment and the use of cloud services to replace onsite deployments for break-fix and maintenance services. These significant shifts in the customer relationship will stay in place well beyond the crisis and are accelerating the digital transformation of vendors and customers.
Global key account management is the use of the key account management system aimed at global accounts; these global accounts can also be known as multinational companies. These types of companies are key players for business-to-business model companies as they might account for as much as 80% of all sales. At this level of importance, to lose a customer like that could be a death sentence for the business. Adopting a global key account management to keep these essential types of customers is a good strategy, knowing the tremendous value they provide. The company MinebeaMitsumi, being aware of this, brings up the case study for the initiation of a global key account management system, that will bring a best in class service to the key accounts of MinebeaMitsumi in the automotive market. To start this project, it is needed an assessment of the current situation in which MinebeaMitsumi operates to its key accounts. At the same time, it is intended to upgrade the digital infrastructure MinebeaMitsumi uses for its operations. The case study is presented as an exploration and analysis of MinebeaMitsumi and how should this new system be implemented in an early stage. This way, preparing the ground for a larger project at the time of full implementation.