Author Archives: Vivek Joshi

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 […]

The Time is Now for Aftermarket & Services Revenue Growth

The Time is Now for Aftermarket & Services Revenue Growth

The time for Aftermarket & Services revenue growth has finally arrived. After years of appropriately focusing on supply chain and operational initiatives, Service leaders are finally turning their sights to growth. Here are some of the key benefits of addressing existing customers’ needs for B2B manufacturers: Increased visibility into the existing install base Improved customer […]

The one thing that can save your IIoT initiative

The one thing that can save your IIoT initiative

Quick Takeaways: While IIoT is gaining momentum, only a small fraction of the world’s Installed Base is connected and monitored remotely. While IoT data and analytics will play an increasingly important role in the “health management” of these connected machines, there is nothing comparable for the world’s fleet of unconnected machines. But every OEM has […]

The one thing that will sink your ‘Connected Customer’ initiatives in 2021

Installed Base Data Quality

Installed Base Data Quality: The Achilles Heel of IoT, eCommerce, and Servitization initiatives As the Covid crisis engulfed the world last March, companies large and small grappled with the existential threats to their businesses. Different sectors were impacted to varying degrees, and it was clear to everyone that the crisis was going to cause habits […]