by Sam Klaidman | Apr 3, 2017 | Customer Value Creation
Is complexity always bad? Before I explain my new thinking, let’s define complexity. In the past, I have written about complexity and all the damage it does. I still believe everything I wrote, but I now know there are some times when complexity is an ally. Complexity...
by Sam Klaidman | Mar 20, 2017 | Growth
If you are responsible for growing your service business, you are in Sales. Maybe not product sales, but certainly, you are selling services. Also, you probably depend on the sales organization to initially sell service contracts, other services, and the product. So,...
by Sam Klaidman | Mar 6, 2017 | Customer Loyalty
Introduction to loyalty metrics The Temkin Group is all about loyalty and loves to publish insightful information that is very important and easy to get your head around. They derive this information from what appears to be an endless stream of consumer surveys, and...
by Sam Klaidman | Feb 20, 2017 | Growth
This Rolls-Royce Press Release, dated Oct. 30, 2012 talks about the start of servitization: Rolls-Royce, the global power systems company, today celebrated the 50th anniversary of ‘Power-by-the-Hour’, its pioneering approach to engine maintenance...
by Sam Klaidman | Feb 6, 2017 | Customer Loyalty
We design our products. We create our organizations. We spend an excessive amount of time and money developing our software. But do we design our services? If we were honest, most of us would answer NO! This is unacceptable because, as Thomas Stewart and Patricia...
by Sam Klaidman | Jan 23, 2017 | Growth
Most Field Service organizations closely monitor their first-time fix rate (FTFR), which Aberdeen defines as: “The resolution of a work order/customer issue on the first service visit. Any repeat visit, secondary truck roll, or service call cannot be for the...
by Sam Klaidman | Jan 9, 2017 | Growth
All services businesses are trying to grow revenue and profit. One of the easiest ways to accomplish this objective is to sell a new product or service to an existing customer. This post discusses a new service being offered in the U.S. by Verizon to its Fios...
by Sam Klaidman | Dec 27, 2016 | Growth
A few weeks ago, I wrote a post about the results of my asking our Field Service engineers, “What happens if the products never fail?” Yesterday, I read about a new wristwatch that promises no service for 50 years. The manufacturer is so confident in their claim that...
by Sam Klaidman | Dec 26, 2016 | Growth
The background about how I started to think about what happens when the equipment never fails In the early 1990s, I became the Vice President of Service for Oxford Instruments in the Western Hemisphere. After taking care of some early logistics challenges, like where...
by Sam Klaidman | Dec 12, 2016 | Customer Loyalty
In the B2B world, capital equipment aftermarket service is unique. The quality of the service recovery not only impacts the revenue the service business produces; it affects the long-term outlook for product sales. This dual influence causes the CFO and Head of Sales...
