From CapEx to OpEx Part 1: Making the Transition from Product to Services

Over the last few years, the concept behind after-sales has completely changed – at least on the part of providers. Customers have always been interested in comprehensive service packages, whereas product suppliers often used to see providing replacement parts and services as something of a chore. In today’s digital economy, services subsume the product; new business models virtualize the product and replace it with a service provision, all of which is highly dependent on the quality of internal servicing departments.