With the durable goods markets in flux—new orders rose 0.7 percent in March 2017, after declining as low as 4.7 percent just a few months prior—manufacturers are seeking alternate sources of revenue and profit. After-sales service, or the service delivered after the initial sale of a new product, is helping manufacturers do just this. This often-suboptimized area of business is not only becoming an increasingly important revenue driver, but also a source of competitive differentiation and customer loyalty.

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