Field notes from real distributor and manufacturer operations — service economics, installed base revenue, and the operational discipline behind growth. New every two weeks.
Most CRMs flatter you. In a live demo, the system called out ten drifting deals, answered a service question from the company's own policy — sources cited — and drafted the client email for a human to send. The test that separates a chatbot from an operating layer, in three clips.
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Installed base · August 2026 WatchIn a live demo for 20+ European medtech distributors, one question surfaced a defibrillator with no inspection record in seven years. The device was fictional — the pattern is in every real installed base. Why invisible devices accumulate, what "visible" actually means, and the ten-second question to ask your own team.
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AI operations · August 2026Everyone wants AI features. Few give the AI what it needs first: knowledge of who the company is, how it decides, and what its words mean. What context design is, why it must separate confirmed facts from assumptions, and how it looks live at a medtech distributor — 30 documents, 14 areas, one working knowledge base.
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Vision · July 2026Following the first Claude-connected client demo, we extend the thought to its conclusion: the whole supply chain — technology placed, service that prevents failures, consumables that arrive on time — running as one AI-driven loop, while people focus on bringing the best high-tech to hospitals and doctors. An open invitation to argue with us about it.
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Onboarding · July 2026 WatchYour device records are trapped in spreadsheets, invoices and inboxes, and getting them into a system is the tax that stalls every installed-base initiative. Here's how autonomous import reads the mess, merges the duplicates, flags the honest gaps, and hands back a working installed base — a conversation, not a six-week migration.
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Service economics · June 2026Why the clarification loop — not the technician's wrench — is the biggest controllable line item in medtech service, and the structural fix.
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Installed base · June 2026Every medtech distributor has installed-base accounts that went silent while a renewal or upgrade was still open. Your own service and sales history already knows which ones — here's how to ask it, in plain language, and get back a short, ranked shortlist.
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Generic CRM tracks contacts. Generic ERP counts money. Neither knows what a serial number, a PM interval or a service protocol is. We'll lay out the structural argument for a medtech-native operating layer — and what your ERP should keep doing.
Publishing in four weeks.