At a time when expectations are placed on equipment performance and the customer experience is rapidly evolving, the development and creation of an AEM membership group represent natural and necessary next steps.
Building on the strong foundation of past aftermarket discussions, AEM’s Customer Lifecycle Support Executive Committee expands the conversation beyond parts and service to encompass the full lifecycle of equipment (parts, service, maintenance, and the overall customer experience), as well as close existing gaps in aftermarket support
“We’re at an inflection point where data, digital tools, and rising customer expectations are reshaping how we support equipment in the field,” said Rhys Eastham, vice president, uptime and customer experience at Volvo Construction Equipment and Chair. “This committee is essential to helping our industry stay ahead of that change and turn it into opportunity.”
At the group’s June meeting, it was emphasized that aftermarket operations have traditionally been structured around internal processes and documentation. However, there is a growing need to shift toward a more customer-centric model, one that provides technicians and dealers with fast, visual, and mobile-friendly access to the information they need.
The importance of this committee lies in its ability to drive collective action. No single company can solve one of the industry’s biggest challenges alone. Through collaboration, the committee will advance shared priorities including:
- Redefining service excellence
- Shaping the future through voice of customer research
- Increasing member understanding of legislative policy direction. Shaping industry perspectives on emerging topics surrounding equipment lifecycle management
Ultimately, the Customer Lifecycle Support Executive Committee positions AEM and its members to lead rather than react. By connecting insights across manufacturers, dealers, and customers, the group will help the industry better understand evolving expectations while delivering greater value across the equipment lifecycle. This is not just about improving equipment productivity. It’s about defining the future of end-to-end equipment experience in agriculture, construction, forestry, mining, and utility industries.
For more information on AEM’s Customer Lifecycle Support Executive Committee, contact AEM’s Dormie Weber at dweber@aem.org, or contact your Account Success Advisor.
