by Sam Klaidman | Oct 9, 2017 | Growth
Introduction to innovation Clayton Christensen, Tony Ulwick, and others have written extensively about innovating using the Jobs To Be Done (JTBD) theory. The basic idea of JTBD is that everyone at work and everywhere else is working to achieve one or more essential...
by Sam Klaidman | Oct 2, 2017 | Growth
Entering a relationship When we start dating a new person, there are four possible outcomes for the relationship: Both mutually decide there is no further interest One of you can choose not to continue the relationship You can enter a long-term relationship until one...
by Guest Author | Aug 30, 2017 | Customer Loyalty
This post was written by my friend Gary David. A brief biography is at the end of the post. It can be difficult to differentiate between customer satisfaction and customer experience. Such a close relationship can exist between the two that it is easy to think of...
by Guest Author | Jul 24, 2017 | Growth
Ron Giuntini, the CEO/Founder of G35 Software, wrote this post. Introduction This post is a high-level overview of the whole service contract scene, focusing on the sales events occurring during the contract’s life. If it were a course, it would be called...
by Sam Klaidman | Jul 10, 2017 | Growth
A Sales, Manufacturing, and Service meeting about a new customer Imagine you head up a large capital equipment manufacturing business’s aftermarket service business. One day you and the head of manufacturing received a meeting invitation from one of the...
by Sam Klaidman | Jun 12, 2017 | Customer Loyalty
The Apostle model demonstrated the relationship between customer satisfaction and customer loyalty. If you are working in a zone of indifference, your customers are vulnerable to new offers to purchase. When designing your services, products, or customer interaction,...
by Sam Klaidman | Jun 11, 2017 | Customer Loyalty
In the next post, I talked about the relationship between customer satisfaction and loyalty and introduced the concept of the zone of indifference. This zone is the broad middle ground between the top and bottom boxes on a customer satisfaction survey. In this post, I...
by Sam Klaidman | May 29, 2017 | Growth
When most of us read stories about how low-cost, open-source products disrupt this industry or that one, we say: “Can’t happen to me. Our products are too complicated, have too little volume, or just not interesting enough for the disrupters.” Think...
by Sam Klaidman | May 15, 2017 | Growth
This post was adapted from an article by Sam Klaidman and Dennis Gershowitz that initially appeared in the September 2009 edition of the AFSMI Sbusiness News (no longer published). Ever wonder why people fail to renew a service contract? Are you looking for the right...
by Sam Klaidman | May 1, 2017 | Customer Value Creation
As a service leader we are all trying to improve how we do our jobs. That is just the way we are programmed. And if part or most of our job involves dealing with customers, we then have an extra challenge – figuring out what they are trying to accomplish. Harvard...
