by Sam Klaidman | Dec 10, 2020 | Growth
Going digital, a digital transformation, is happening across virtually all business sectors, from marketing and sales to manufacturing, as executives increasingly recognize the massive value such an overhaul can deliver. However, businesses should realize they are...
by Sam Klaidman | Dec 3, 2020 | Growth
Buying a service contract pre-COVID Before COVID, the people who would buy a service contract were at the Manager level. They had the day-to-day responsibility for whatever their equipment was being used for. In that first article, I listed the four reasons why people...
by Sam Klaidman | Nov 20, 2020 | Growth
Service innovation, in the form of Servitization, is the future of B2B OEM manufacturing companies. First, let us define the term servitization, which has been used since 1988. That said, the definition of Servitization has changed frequently since it was first used....
by Sam Klaidman | Oct 19, 2020 | Customer Value Creation
Executive Summary The role of B2B service is rapidly changing. Post-COVID-19, customers are looking for equipment service providers to minimize risks by deploying a touchless or low-touch field service system. Fortunately, a change like this can be quickly...
by Sam Klaidman | Oct 16, 2020 | Customer Loyalty
Customer Journey Maps (CSM) and Customer Success (CS) teams are tools you should use to help grow your product and service business. This is critical because products are becoming commodities, and customers look to aftermarket services to differentiate their...
