by Sam Klaidman | Apr 8, 2021 | Growth
Let’s start with a simple customer-oriented question. Which is worse, a big failure or a microfailure? What’s the Difference Between a Big Failure and a Microfailure? This question demands a subjective answer. You should not try to quantify the impact of the failure...
by Sam Klaidman | Mar 22, 2021 | Customer Loyalty
In 1988, Michael R. Mantell wrote the book “Don’t Sweat the Small Stuff…and it’s all Small Stuff.” Now we know that Mantell was wrong about Field Service. That is because failure to set achievable expectations will have major negative business outcomes. Here is the...
by Sam Klaidman | Mar 17, 2021 | Growth
Where Does Service Revenue Come From? Won/lost reports are critical for you to grow your service revenue. Service revenue depends on two sales groups: Sales to sell installation, training, spare parts, professional services, and an initial contract as part of the...
by Sam Klaidman | Feb 19, 2021 | Growth
Introduction to Decision-Making According to Clayton Christenson, the late Harvard University Professor and strategy expert, “To find the biggest opportunities in the world, seek out the world’s biggest problems.” This is terrific advice if your goal...
by Sam Klaidman | Feb 12, 2021 | Growth
For many industrial OEMs, spare parts sales are the largest contributor to their service revenue. Even if they offer a broad spectrum of service products, their spare parts are still critical to the value they deliver to their customers. That is why is about how to...
