Vele Galovski | Profitable ARR Growth

Category: Outcome Engineering

  • Boosting AI Success: Common Pitfalls to Avoid

    Boosting AI Success: Common Pitfalls to Avoid

    How to Stop Stalling and Start Scaling If you’re a CRO, CCO, or SVP of Services/Customer Success, you can feel the squeeze: The instinctive answer? AI. The AI Promise vs. The AI Reality Early in 2025, TSIA (State of Support Services 2025_ebook) technology leaders how AI-enabled initiatives were factored into their annual plans. The Wall Street Journal…

  • The Evolution Of The Field Service Engineer: From Service Provider To Trusted Advisor

    The Evolution Of The Field Service Engineer: From Service Provider To Trusted Advisor

    This post was originally published as a guest column in Field Technologies Online. Nothing happens for equipment manufacturers until something is sold. Nothing to install, nothing to service, nothing to renew. Great hardware and equipment manufacturers have been built on great engineers creating great products for great salespeople to sell. And the best of the…

  • Technology And Big Data: Reinventing The Customer-Supplier Relationship

    Technology And Big Data: Reinventing The Customer-Supplier Relationship

    This post was originally published as a guest column in Field Technologies Online. The marketplace for equipment manufacturers is rapidly moving from a pure product focus to a customer outcome-based focus. With this change, every manufacturer will be faced with the hard truth that their customers are changing the way they purchase. New customer expectations,…

  • The Future of Field Services

    The Future of Field Services

    This post was originally published as a guest column in Field Technologies Online. Traditional hardware manufacturers and original equipment manufacturers (OEMs) are all struggling with profitable revenue growth. The historic business model that was based on “Make, Sell, Ship + Attached Service” has either collapsed or is showing signs of duress. So, who can OEM’s…

  • Outcome Engineering: A New Framework for Success

    The thought of consistently achieving business outcomes can be overwhelming. There are so many moving parts to manage: Technology platforms, business processes, and the skills of your employees are just the beginning of the considerations. The outcome engineering framework is a great tool to accelerate your transformation efforts. Management by Fact Successfully transforming your business…

  • Focusing on Customer Outcomes for Their Benefit and Yours

    The ultimate determinant of success is finding new ways to improve customer business outcomes . . .  and getting paid for it. This is where the true opportunities of the Internet of Things and smart services reside.  Delivering Customer Outcomes with IoT The first two steps of TSIA’s remote services continuum (Service Efficiency and Process…

  • How IoT Can Help You Improve Your Customer’s Outcomes

    Here’s a little secret for hardware and equipment manufacturers: Customer’s don’t care about your product. They only care about how your products and services can help them achieve better business outcomes. As people streamed into my presentation at GE’s Minds+Machines, they told me that they were intrigued with the idea of equipment manufacturers ‘making money‘…

  • Reducing Service Delivery Costs with IoT

    Imagine the world as your laboratory. Thousands of installations operating in various environmental conditions, feeding back key performance metrics to the product team. What could you do with that data? You could better understand failure rates. You could more effectively schedule preventive maintenance actions. You could identify the cause of  failure prior to dispatching a…

  • Smart Products Need Smart Services: The Remote Services Continuum

    “The digital transformation is more than making equipment smart, connecting to the cloud, and collecting data. It is the key to reducing service delivery costs, optimizing customer processes, and delivering better customer outcomes.” If your company sells any type of physical asset, commoditization will drain your economic moat (here are the four warning signs). Many…

  • Smart Products Need Smart Services: How IoT Works for Equipment Manufacturers

    “As traditional products become more commoditized, the data collected from smart, connected products will deliver more business value than the physical component.” So, why do I believe that smart, connected products are the future for equipment manufacturers? From my work at the Technology Services Industry Association (TSIA), we have seen many equipment manufacturers pivoting towards…