Manufacturing companies have, in the past years, faced a more globalized environment, an intense increase in the competition and reducing income. Selling only products is not enough anymore, and companies need to do more. Therefore, a creative way out is the inclusion of services into their offerings. This phenomenon is known as ‘servitization’. The benefits that arise from this strategy are immense and bring positive results to those that are able to incorporate a service culture into their manufacturing processes. Although it may sound relatively easy to do, companies face many challenges when transitioning from products to services. The service paradox, a perverse and probable outcome of the process, shows that most companies do not achieve the success they initially aimed for. For that reason, it is important to understand what are the key factors that manufacturing companies need to have, in order to engage in a successful servitization process. As a result, 04 (four) critical success factors have been identified in the literature – Relationship Marketing, Human Resources Management, Information Management and Organizational Structure. For this specific study, company ‘ABC’ – Brazil/Rio de Janeiro, in the pharmaceutical business, will be analyzed. With the help of a scale of servitization and a questionnaire, the company can determine its readiness to servitize, according to the employee´s perceptions. Also, it will observe where the critical success factors are positioned, in the scale of servitization, and which are the ones that need most attention from the decision makers (managers and directors).