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...
by Sam Klaidman | Nov 28, 2016 | Customer Loyalty
Innovation at GE Medical for a Pediatric Hospital Unit About six years ago, nobody said it couldn’t be done. Nobody even knew there was a problem. And so, nobody tried to solve the unknown situation. Then 24-year GE veteran design engineer Doug Dietz got the...
by Sam Klaidman | Nov 14, 2016 | Customer Loyalty
My original post-service survey When I first started sending a post-service survey after a service visit, the surveys were this long: They contained around 25 questions, took “forever” to complete, and yielded so much data that we never had the time or resources to...
by Guest Author | Nov 3, 2016 | Customer Value Creation
This guest blog was written by my friend Steve Robins and first appeared in his Solutions Marketing blog Value is Key to Solution Marketing You might think the most critical aspect of marketing a solution would be what goes into it. What goes into a solution are just...
by Sam Klaidman | Oct 31, 2016 | Customer Value Creation
Introduction Why would I ask such a silly question? Well, there is so much written about differentiating your products and services that it is not entirely unreasonable to think that some people will even wonder if a commodity can create customer value. Let me use a...
by Sam Klaidman | Oct 17, 2016 | Growth
Manufacturing and IoT In 2015, McKinsey Digital surveyed manufacturing companies and shared the results in a report titled “Industry 4.0, How to navigate digitization of the manufacturing sector”. In this 62-page document, the authors describe how manufacturing...
by Sam Klaidman | Oct 11, 2016 | Growth
Does your company have internal partners for B2B success? Is this the way your company operates? Are Marketing, Sales, and Service internal partners of B2B success? Are they singing from the same sheet of music? Do the three groups make great music together, or do...
by Sam Klaidman | Sep 12, 2016 | Growth
A few years ago,, I wrote a blog post titled Breaking Old Habits Is Not A Dirty Word – It is A Major Business Imperative. Since then, there have probably been hundreds of business books and who knows how many thousand articles and blog post published on this...
by Sam Klaidman | Aug 29, 2016 | Customer Value Creation
As customers and consumers, we want to be included in creating many things we buy. And the more expensive the purchase, the more involvement we want. Maybe it’s because we are control freaks, perhaps because we fear failure, or maybe it’s because of FOMO...
