Hilti Fleet Management: How service transformed product selling into solution selling

Many companies pursue strategies to develop their business model from “products” to “solutions / systems” (according to Klaus Backhaus and the 4 basic business model types). “Hilti Fleet Management” represents a remarkable example on how service enabled this conversion of a traditional product-focused company. Instead of spot-selling electric power tools and fastening products, Hilti now uses its direct sales force to establish long-term solutions for its professional customers in the construction and energy sectors. The lecture focuses on the framework of Fleet Management, the challenges of change management to implement it and the key success factors for a business model transformation. Fleet Management exemplifies the fusion of products and services into a potent marketing package that generates additional benefit to customers and acts as the prime loyalty driver.