Heather Ashton is a Research Manager supporting IDC Manufacturing Insights. In this role, she is responsible for research and analysis of key trends, technologies, and best practices in delivering service life-cycle management (SLM), leveraging the Internet of Things (IoT) to support after-sales strategies, managing warranty operations, and providing the customer with a unified brand experience for the life of the relationship. Ms. Ashton also supports research in the engineering- and technology-oriented value chains in manufacturing.
Prior to joining IDC Insights, Ms. Ashton spent more than 15 years in market research and the IT industry, most recently as Principal at AM Consulting Services, where she engaged in consulting projects with software vendors and market research firms on topics as diverse as cloud computing, business intelligence and analytics, social business, sustainability, and business process management. Prior to that, Ms. Ashton spent time as a Marketing Manager at start-up VPN service provider OpenReach, where she leveraged her analyst connections to build a solid library of customer references and case studies.
Ms. Ashton began her analyst career at Hurwitz Group, Inc. During her tenure at Hurwitz, as Director of E-Business Strategies, she helped launch and ran a research practice that focused on the emerging B2B and B2C enterprise software vendors.
Ms. Ashton regularly contributes to the manufacturing blogs on the IDC Manufacturing Insights Community (http://idc-insights-community.com/manufacturing) and tweets (@hashtonIDC) about business and IT issues relevant to connected products, after-sales service, customer experience for manufacturers, and more.
Ms. Ashton graduated with high honors from Boston College where she earned a BA in English and was awarded the Scholar of the College distinction.Directions 2015 Boston/MA: Analysts hosting 1-1 Meetings, Directions 2015 Boston/MA: Analysts hosting Lunch Roundtables, Manufacturing Insights,
Vendor Assessment: Worldwide Warranty
Apr 2015 - Doc # MI255095 Vendor Assessment
This IDC Manufacturing Insights report looks at the subject of warranty applications for manufacturing. It provides an update to two previous vendor assessments on warranty transaction management and warranty analytics published in 2012. ...purchase document
Perspective: What Is the Impact of Connected Products
on Product Innovation?
Jeffrey Hojlo, Heather Ashton
Mar 2015 - Doc # MI254962 Perspective
This IDC Manufacturing Insights Perspective discusses the impact of connected products on product innovation. The first place manufacturers look to leverage the data they can receive from connected products, and rightfully so, is in bett ...purchase document