by Sam Klaidman | Jun 15, 2021 | Customer Value Creation
Continuous improvement processes can follow two paths: internal productivity improvement or external customer value creation. Since both approaches will yield significant benefits, it is not advisable to choose between them, yet many companies inadvertently make the...
by Sam Klaidman | Jun 2, 2021 | Growth
INTRODUCTION This post has been updated after I spoke about why new services fail with Brian Halverson, an expert on gear trains and capital equipment remanufacturing. Brian has had a number of experiences with trying to introduce new services and was plagued with a...
by Sam Klaidman | May 24, 2021 | Customer Loyalty
In a recent whitepaper Beyond Remote Service: Is now the time to redefine service delivery? Author Kris Oldland, Editor-in-Chief of Field Service News, presents several compelling arguments that support the notion that Augmented Reality will change Field Service...
by Sam Klaidman | May 19, 2021 | Growth
Note: This post originally appeared on September 24, 2019, and was updated with new information on May 19, 2021. Most business executives, including service executives, spend most of their time dealing with tactical issues. Here are a few examples for CEOs and...
by Sam Klaidman | May 12, 2021 | Growth
Do You Have a Challenge Making Important Decisions? Several friends and business associates recently told me, “Sales of my new product or service are not meeting my forecast, and I am nervous.” I quickly discovered they a failure to talk with customers and...
