Communicating financial impact: A prototype for assessing customer value in remote operation support services

While many manufacturers invest in IoT solutions, two-thirds struggle to generate revenue due to challenges in measuring and communicating customer value of service solutions. A common mistake is prioritizing technical feasibility of such smart services without aligning innovations with customer value or willingness to pay. In collaboration with a leading machine manufacturer, this paper addresses this issue by developing a prototype designed to measure and communicate the financial impact of customer value, providing sales teams with a practical tool. This approach forms the foundation for assessing and conveying the value of smart services, supporting sales teams in their efforts.