Author Archives: Vivek Joshi

The value of your installed base is the value of your business

The value of your installed base is the value of your business | Entytle

An OEM’s Installed base is its most valuable asset. It has been built over a long time (20+ years), and typically has tens of thousands of machines owned by thousands of customers at thousands of unique locations around the world. These machines get used in harsh environments and require ongoing maintenance, repair, service – and […]

Why Installed Base prospecting is broken for OEMs

Why Installed Base prospecting is broken for OEMs

Ok, hopefully, that headline got your attention!  But hear me out, and when I’m done, I think you will agree with my characterization of this important business process. First, let’s get our definitions aligned: Installed Base = customers who have bought machines from you and buy parts, consumables, service, replacement units, upgrades, and modifications, etc […]

Industrial OEMs are in for a world of hurt

After a long 18 months of COVID “work from home”, I finally started “getting on the road” to meet with customers, prospects, and others in the broader Industrial OEM ecosystem to re-establish connections, relationships and cultivate new business. During these meetings with 20 odd companies and 40-50 business leaders, I was struck by the seeming […]

Chief Installed Base Officer – how does an OEM go about organizing for this key role?

Chief Installed Base Officer for Industrial OEMs

A few weeks ago, I suggested that industrial OEMs should create a new role, that of a Chief Installed Base Officer (CIBO). Based on the comments and reactions, I clearly hit a nerve, and the reactions were interesting in their affirmation of the need for this role. This leads to the following obvious questions:  1.What […]

The case for a Chief Installed Base Officer

The case for a Chief Installed Base Officer

A couple of weeks ago I posted what I thought was a provocative article suggesting that the Aftermarket a.k.a Installed Base is too important to leave in the hands of the Aftermarket team. It turns out that it wasn’t such a controversial point of view, with most of the respondents agreeing with me!  My point […]

What Does Maslow’s Hierarchy of Needs have to do with Industrial OEMs, Digitization of Customer Experience & Installed Base?

Maslow’s Hierarchy of Needs have to do with Industrial OEMs

TL;DR Maslow’s hierarchy of needs is a good framework for understanding how companies think Providing “food shelter water” is critical before satisfying higher levels of needs The high visibility projects of digitization (IoT, Servitization, sophisticated eCommerce, etc) are definitely in the upper tier of needs I have a feeling that this analogy is going to […]