{"id":11378,"date":"2024-11-27T13:55:17","date_gmt":"2024-11-27T13:55:17","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=11378"},"modified":"2024-11-27T13:55:18","modified_gmt":"2024-11-27T13:55:18","slug":"manufacturing-service-trends","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/eu\/blog\/manufacturing-service-trends\/","title":{"rendered":"Service as a Strategy: How Manufacturers Are Reimaging Success"},"content":{"rendered":"\n

The manufacturing industry is undergoing a significant transformation. In today\u2019s digital and customer-centric world, manufacturers must evolve to remain competitive and drive growth. <\/p>\n\n\n\n

Many view service as a major opportunity. According to our research<\/a>, almost all (97%) manufacturers are pursuing strategic changes to their service and aftermarket operations.\u00a0<\/p>\n\n\n\n

Product alone no longer sets today\u2019s manufacturers apart. Instead, service in manufacturing creates differentiation by providing personalised experiences and the potential to expand service-based revenue models.\u00a0\u00a0<\/p>\n\n\n\n

Based on \u200cour latest Trends in Manufacturing<\/a> report, we\u2019ll dive deeper into manufacturing service trends. Learn how manufacturers can incorporate the findings to better differentiate their service and improve customer satisfaction and loyalty.\u00a0<\/p>\n\n\n\n

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Explore Key Manufacturing Trends Now!<\/h2>\n\t\t\t\t\t\t\t

Unlock insights on the latest manufacturing trends by downloading our comprehensive report now.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t

\n\t\t\t\t\tDownload the Report<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t
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Use customer data to create connected manufacturing service experiences<\/h2>\n\n\n\n

Customers expect seamless, personalised experiences throughout their journey, from pre-sales to after-sales support.\u00a0However, customer service performance is average at best according to manufacturing decision makers. For example, of the 75% that track customer satisfaction metrics, such as net promoter score (NPS), only 44% exceed their goals.\u00a0<\/p>\n\n\n\n

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Many still struggle with providing an outstanding customer experience due to limited visibility into customer interactions, which are often confined to just one team and can be inconsistent. This typically leads to \u200cextensive back-and-forth with the customer during contact centre calls to identify their issue, which might not be the first time the customer has had to explain their situation.<\/p>\n\n\n\n

Additionally, you might need to search through different systems to get more details necessary to fully understand the customer’s situation. Throughout this process, it’s important to make sure that the information is current and aligns with the customer’s account.<\/p>\n\n\n\n

The most effective way to elevate customer satisfaction is to have the full picture of their issue in one spot so you can fix it faster. You can do that by unifying your data<\/a> to get a fuller picture of who they are and how they experience your organisation. With a unified customer relationship management (CRM) platform<\/a>, you can create connected service experiences<\/a> at every touchpoint \u2014 from the contact centre through service operations to the field technician and the customer.\u00a0<\/p>\n\n\n\n

How manufacturers differentiate themselves through service<\/h2>\n\n\n\n

The top factors driving the shift to improved service operations are customer loyalty and satisfaction, competitive differentiation, and brand reputation and customer advocacy. <\/p>\n\n\n\n

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Recognising that great service leads to better, expanded customer relationships, manufacturers are focused on delivering the quality experiences their customers expect. This includes providing touchpoints throughout the years following a purchase, since manufacturing service doesn\u2019t end after a purchase is made. <\/p>\n\n\n\n

Your unified CRM platform will be the foundation to transform your manufacturing service experience:<\/p>\n\n\n\n