Differentiation by quality and price is getting more and more difficult for OEMs as those base factors are more or less the same within the competitive landscape. Therefore After Sales Service is getting even more important in the last years. By focusing on customers in After Sales Service, companies can directly influence their positioning towards customers and increase loyalty and long-term customer relationships. But being successful in After Sales Service in the long run means answering basic questions and difining a sustainable strategy in After Sales business – all based on up-to-date Service-Portfolio and custoemr centric business models. Consline had a speaker slot at the 2015 After Sales Conference and presentes Customer Voice Monitoring as a key to true custoemr insights leading to direct improvement in product and service development.