by Guest Author | Mar 18, 2019 | Growth
The author, Karl Sharicz, is the Founder and Principal of HorizonCX and a Middlesex Consulting Partner. This article first appeared on the CX Cafe by MaritzCX on March 7, 2019. As CX professionals, we are largely compelled to align with our respective organization’s...
by Sam Klaidman | Mar 13, 2019 | Growth
As industry continues to shift and evolve, manufacturing executives across all sectors face a lengthy list of challenges. Below are just a few of the most pressing obstacles. Agility Big Data fatigue Broken supply chain Complex systems Competition Cost pressures...
by Sam Klaidman | Mar 11, 2019 | Customer Loyalty
Recently, I read a fascinating article, “CX Metrics Aren’t Customer-Centric, But Should Be. Learn How,” by Peter Fader and Sarah E. Toms. The authors show how combining customer switching costs with CX metrics and then looking at the results on a...
by Sam Klaidman | Feb 21, 2019 | Growth
We were in a meeting room in a downtown Madison, Wisconsin, hotel. It was -25oF outside, and I was talking with Dan Brinkman, Vice President and Chief Operating Officer of Medical Equipment Repair Associates (MERA), a large independent medical service company. It was...
by Sam Klaidman | Feb 7, 2019 | Growth
In today’s ever-evolving marketplace, companies of all kinds are looking for ways to stimulate innovation and create lasting growth. The answer may just lie in the jobs-to-be-done (JTBD) theory. Tony Ulwick originated the theory and processes of jobs-to-be-done and...
by Sam Klaidman | Jan 9, 2019 | Growth
Successful selling is the objective of product and aftermarket salespeople. Successful selling is an outcome that many businesses fail to achieve. Even with the uncertainty of fluctuating revenue, margin, and profits, our sales and marketing efforts are still selling...
by Sam Klaidman | Jan 7, 2019 | Growth
“AN OUNCE OF PREVENTION IS WORTH A POUND OF CURE” When Ben Franklin first uttered these words, he referred to fire safety and prevention. Today, these words are equally applicable to machine maintenance and uptime. If true, why isn’t Predictive...
by Sam Klaidman | Nov 29, 2018 | Growth
A high-level B2B OEM Growth Strategy When aiming to grow a business, there are only four paths to follow when crafting an OEM growth strategy.: More current products to current customers New products to current customers Current products to new customers New products...
by Sam Klaidman | Nov 26, 2018 | Customer Value Creation
Thinking about making it easy to do business with you As service executives, we rarely consider making it easy to do business with us. Instead, we spend lots of time thinking about what we can do to grow our business. We think about improving customer satisfaction,...
by Sam Klaidman | Nov 2, 2018 | Growth
On October 30, 2018, Reuters published an article about Long-term Service Agreement Revenue titled “General Electric reveals deeper regulatory probe, restructuring.” In the section titled INVESTIGATION DEEPENS, the article reported: GE has said it learned...
