Industrial Service Businesses Thrive by Cementing Customer Relationships

Long-term value creation from both new and existing customers is at the center of leading industrial companies’ service strategies. Top performers design incentive systems that motivate salespeople to nurture enduring customer relationships. A University of St.Gallen survey showed that 83% of leading companies’ incentive plans for salespeople included new-customer acquisition, and 50% included cross-selling. These structures motivate salespeople to continuously deliver value to customers and take extra efforts to retain them. This approach can foster alignment between the service and sales teams, reward long-term partnerships, and create more value for the customers and the company.

About the University of St.Gallen

Founded in 1898, the University of St.Gallen in Switzerland consistently ranks among the top European business schools. The university is internationally recognized for the excellence of its integrative education through EQUIS, AACSB, and AMBA accreditation. Its programs in business administration, economics, law, social sciences, and international affairs attracts a diverse and motivated student body of 9,000 students from 83 countries.

Brief

Industrial Services: How to Sharpen the Go-to-Market Strategy

Industrial companies are increasingly prioritizing their long-neglected service business. But many are struggling to find the right commercial model.