About
Sam Klaidman is the Founder and Principal Adviser at Middlesex Consulting. He applies the methodologies and techniques associated with the Customer Value Creation and Service Marketing professions to assist his clients to achieve their growth objectives by designing and commercializing new services and the associated business transformations.
In addition to a 20-year successful career as a leader of two high-tech, B2B, Customer Service organizations, Sam also utilizes his prior 20+ years’ hands-on experience in Engineering, Manufacturing, Consulting and General Management to help clients grow their services business and win Customer Loyalty.
Sam’s recent experience includes a six-month assignment as Interim Vice President of Customer Service for a Chicago-based instrumentation company, 12 years as America’s Vice President of Customer Support for Oxford Instruments, a UK-based multinational scientific instrumentation manufacturer. Prior to Oxford Instruments, Sam served seven years as the Global Vice President of Customer Service at Bytex Corporation (a high-end data communications equipment manufacturer serving Fortune Global 100 organizations like the New York Stock Exchange, British Airways, AT&T, British Telephone, Visa, and MasterCard).
Some recent value creation and CX clients include Bruker/Hysitron, CA, EMC, FLIR, Zoll, Malvern Instruments, Oxford Instruments, Metalogix, Cannon Instruments, and MERA.
Sam has previously consulted with Fortune 500 companies in three areas;
- Manufacturing Automation at Corning, Honeywell, and Pfizer
- Developing strategies to integrate computer techniques into new business areas at AT&T, Kendall Corp., and Instron Corp.
- Evaluating Mergers and Acquisitions (Companies cannot be mentioned)
Sam recently completed a three year stint as executive director and member of the Customer Value Creation International Board of Directors.
Since 2018, Sam has been the Subject Matter Expert for Thomas Insights in the areas of Field Service and Aftermarket. In 2022, Sam has become a Certified expert in the same subjects for Manufacturing Masters.
Additionally, we utilize a network of proven consultants with skills and experiences that complement our expertise to ensure our clients get the best advice without having to qualify and train multiple resources.
Dennis Gershowitz, Principal, DG Associates
has led several Global Customer Support Operations. As an accomplished senior executive, Dennis is recognized for successful leadership roles and for aligning business and development strategy while transforming “good enough” operations into sustainable best-in-class winners. Currently, Dennis is Principal of his own consulting firm, DG Associates.
Since 2008, Dennis has collaborated with Sam Klaidman and Middlesex Consulting on numerous consulting and publishing efforts. Dennis uses his extensive experience to provide clients with a variety of consulting services which enable clients to enhance their Customer Loyalty Programs, understand more about their customers, develop improved tools in meeting customer expectations and develop or further their CEM (Customer Experience Management) strategy.
Dennis has been honored with awards in Services leadership including Service Professional of the Year from AFSMI for which he had been a Board member for many years; is a founding member of the TSIA Partner Advisory Board; serves on a number of not for profit Boards; is a certified Executive Mentor; is a fellow at UNCW’s Cameron School of Business and is an accomplished speaker and writer in the areas of Customer Support/Loyalty and Leadership. Some of Dennis’ recent clients are Karl Storz, Carl Zeiss, MERA, and Lutron. Here is a description of Dennis’ Customer Success Workshop and here is a link to his podcast about journey mapping the customer experience. Contact Dennis here.
GenAlpha Technologies partners with original equipment manufacturers and aftermarket organizations to support their digital commerce journey. GenAlpha offers so much more than an eCommerce solution, with digital 2D and 3D bills of materials catalogs, RMA, Warranty and Product Configurator tools, Equip360 is a complete solution for supporting all aspects of equipment support and maintenance. Visit the GenAlpha website at www.genalpha.com for more details on the company and its offerings.
Si2 Partners
is a boutique consultancy and management services firm helping clients leverage services to beat the competition and win in industrial markets.
Working across many industries and different types of companies from all over the world, Si2 provides consulting solutions and business execution support. Through its “On-Demand” service, Si2 offers access to expert practitioners and consultants for management advice, insights and best practices to help service leaders and their teams solve problems and achieve objectives rapidly and efficiently -as and when required.
Website: Si2partners.com
Blog Magazine: serviceinindustry.com
Middlesex Consulting and SI2 Partners have a strategic relationship.
Karl Sharicz, EdM, CCXP is Founder and Principal of HorizonCX, a customer experience consulting organization that specializes in helping small and mid-sized companies grow strategically through intentional customer-centric actions and performance. He is a certified customer experience professional (CCXP) with over thirty years of skills and experiences gained within high-tech research and manufacturing B2B environments.
Throughout his career, Karl has served over a broad range of roles within marketing, sales, training, and training management—developing internal and external customer relationship skills and building a decided customer-centric focus along the way. In his current role with HorizonCX, Karl offers professional services on a contract basis to organizations looking to either start or advance their journey into the fascinating world of Customer Experience Management.
Karl holds a Master’s degree in Education (EdM) from Boston University and is a founding member and former board member of the Customer Experience Professionals Association (CXPA).Karl publishes articles and blogs regularly, which can be found here. Contact Karl here.
Doug Morse ‒ Change Master and Service Transformation Expert
Prior to starting ServTrans in late 2007, Doug was Vice President of Customer Experience and Strategic Planning for Global Customer Services at the Oracle Corporation. Doug has spent over 35 years developing customer focused service strategies and solutions for companies in high tech, medical equipment and telecom including over 18 years at IBM where he helped their transition to a services orientation. He has been a consultant to Fortune 500 companies guiding efforts to build highly profitable and customer focused global service organizations. Douglas is a change master and expert on how to enable and execute complex strategic programs.
Douglas is the creator of the Service Oriented Enterprise / Powered by Customers™, new business innovation model. Servtrans was founded on the principles of innovation and customer success. He was the second only recipient of the D.F. Blumberg Service Innovation Award in 2007 honoring his contribution to service innovation. Douglas is well connected with leading universities and global research facilities to enable practical application of new service research, models and technology as well as training future leaders for the services industry.
Douglas can be reached @ djmorse01@comcast.net or on facebook #servtransexperts
Wilts Alexander ‒ Change Master, Strategy and Organizational Effectiveness expert
A seasoned organizational development consultant, he has extensive experience in strategic planning and organizational change across industries and business functions. He focuses on providing leadership and expertise to help companies navigate the complex organizational and human resource challenges they will encounter when embarking on business transformation. He creates and coaches highly effective organizations, resulting in increased capabilities, higher levels of performance, and the ability to compete in a dynamic marketplace. Before joining ServTrans, Wilts Alexander served as president of Alexander, Scott and Associates for 32 years. Wilts can be reached at wiltsalex@asaglobal.com
Purpose: We reduce the job related stress level of Service and Support leaders and marketeers
Vision: We utilize our knowledge and experience to work with senior service leaders and service marketeers to reducie the stress encountered in addressing important strategic or tactical projects that lack sufficient or well-informed internal resources needed for creating successful outcomes.
Mission: To partner with you to grow revenue and profits; to increase customer retention, satisfaction, and loyalty; and, to raise the level of employee engagement. We achieve these objectives by using our proprietary “Customer Centered Market Discovery” process to collect feedback from your customers, key stakeholders, prospects, employees, and co-workers. We analyze the discovery data and combine it with our knowledge and experience, to create actionable insights for you.
Challenge: Grow revenue and profit
Outcome: Updated or new multi-tiered service contracts and segmented value propositions, insight about customer perceptions of your business’s ability to meet their support needs and expectations, and actionable improvement plans
Challenge: Increase customer retention, satisfaction, and loyalty
Outcome: Journey maps and process improvement plans, services, procedures, and customized training to position your customer at the center of your thinking and ultimately deliver customer success
Challenge: Engage employees
Outcome: Communication plans to inspire and inform, updated incentive plans to recognize and show appreciation, and processes and metrics to reward desired behavior and develop empowered teams