In this episode of Aftermarket Champions, Vivek Joshi interviews Jan van Veen, CEO of More Momentum, discussing the evolving landscape of aftermarket services and strategies for B2B manufacturers. They explore the importance of customer-centric service innovation, the challenges faced by organizations in executing service strategies, and the need for patience and a long-term vision in transformation efforts. Jan emphasizes the significance of building domain expertise and learning from other industries to drive service success.

Chapters

00:00 - Introduction to Aftermarket Strategy

02:51 - Jan's Journey in Services and Consultancy

05:57 - Understanding Strategy in the Context of Services

08:57 - The Importance of Customer-Centric Service Innovation

11:59 - Challenges in B2B Service Execution

14:57 - Transforming Service Organizations

17:58 - The Role of Technology in Service Strategy

21:03 - Building Domain Expertise for Service Success

24:04 - Networking and Learning from Other Industries

27:00 - The Need for Patience in Transformation

29:52 - Conclusion and Future Directions

Takeaways

• Service is evolving from operational functions to strategic business lines.
• Digital capabilities are essential but not a strategy in themselves.
• Understanding customer needs is crucial for service innovation.
• B2B manufacturers must develop strategic and commercial capabilities in service.
• Transformation in service organizations requires time and patience.
• Networking and learning from other industries can provide valuable insights.
• Companies are increasingly recognizing service as a key pillar of corporate strategy.
• The journey of service transformation is gradual but impactful.
• Investing in domain expertise is vital for understanding customer applications.
• Successful service organizations are those that adapt to changing customer needs.