Copperberg：2021年度服务业售后市场基准研究报告（英文版）（19页）.pdf

1、Aftermarket Benchmark Survey Report2021Content2Chapter 1 Introduction5Chapter 2 Digital Transformation in theService Business13Chapter 3 Profitability and Pricing Modelsfor Service21Chapter 4 Addressing Current and FutureChallenges29ConclusionChapter 1IntroductionTransformation is not an overnight s

2、uccess.As we analyze and report on the evolution of the service industry every year,we know that any significant business change takes a lot of time and considerationnot to mention resources.Although disruption and market volatility has forced some service leaders to take huge leaps last year in ter

3、ms of digitalization,the industrys journey toward digital maturity continues.In the 2020 Aftermarket Benchmark Survey Report,weve seen that the number of respondents without a clear dig-ital strategy has significantly decreased since 2019.Like-wise,this year,that number has significantly decreased y

4、et again,with more and more service leaders realizing the importance of digitalization.For this years report,we have surveyed over 100 decision-makers across the service business spectrum,including industrial equipment and machinery,oil and gas,automo-tive,marine,and more,to see how the service busi

5、ness has evolved regarding digitalization,pricing,and resilience to current and future challenges.Our analysis this year reveals that there are 5.51%fewer respondents than last year who operate on a reactive,break-and-fix service model,and more respondents oper-ating on planned,proactive,or predicti

6、ve models.This indicates that the industry is steadily shifting away from traditional models and exploring new opportunities cre-ated by advanced technology and connectivity.Since priorities regarding the improvement of commer-cial process capabilities remained the same as last year(48.08%)or moved