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How "Outcome Based" Changes Warranty in Manufacturing

How "Outcome Based" Changes Warranty in Manufacturing

This IDC Perspective discusses how the evolution from a reactive service model to one that is outcome based impacts the way in which manufacturers should manage warranties and service contracts."Every interaction with a customer is an opportunity for a manufacturer to create a wow experience or at least one that delivers some value. Historically, warranty management was a service function that primarily had risk involved for the manufacturer — that of fraudulent claims or delayed processing times impacting cash reserves. As more manufacturers transform service from a reactive afterthought to a predictive outcome-based model, warranty management can play a role in delivering another touchpoint of value to customers." — Aly Pinder Jr., program director, Service Innovation and Connected Products

Please Note: Extended description available upon request.


Executive Snapshot
Situation Overview
Why Do Outcomes Matter More Now?
Servitization and the Rise of Outcome-Based Service Models in Warranty Management
Connected Products and Equipment Drive Intelligence and Action
Advice for the Technology Buyer
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Related Research
Synopsis

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