Most manufacturers understand that skillful management of service parts operations is critical to reducing costs and optimizing stock levels throughout a supply chain network. But very few are actively leveraging the after-sales side of business as a source of greater profits.

In business, as in life, you're either improving or declining, growing or shrinking - there is no middle ground. In today's ultracompetitive durable goods industry, you're either evolving your business to compete faster and stronger while delivering a superior customer experience or you're allowing it to stagnate and erode, a formula which is sure to capture the (negative) attention of your customers and shareholders.