by Sam Klaidman | Jul 4, 2016 | Growth
No one can say, “I am a Service Manager,” without reading (and maybe saving) at least one article, blog post, or LinkedIn piece about employee engagement. (A Tweet does not count.) This topic is essential because there is a well-established link between employee...
by Sam Klaidman | Jun 20, 2016 | Customer Value Creation
Note: Sam Klaidman and Art Drake wrote this post; both served as Customer Value Creation International Board of Directors members. Introduction During a recent telephone conversation, we discussed customer value creation, selling customer value, and what constituted...
by Sam Klaidman | Jun 2, 2016 | Customer Value Creation
Solutions and customer value creation The other day I was speaking about customer value creation at a customer experience conference. Most of the attendees were from the services industry. At one point, an audience member (and conference organizer) asked me “what’s...
by Sam Klaidman | May 9, 2016 | Growth
Grow service revenue and the boiling frog phenomenon The world of the services executive is changing at a historic pace. You have to run faster than ever to stay in the same place. And one area causing you major grief is the need to grow service revenue. You may be...
by Sam Klaidman | Apr 25, 2016 | Customer Loyalty
How I first learned about optimizing three variables When I first became a Vice President of Manufacturing for a start-up in the 1970s, I faced many challenges getting electronic parts and components. Those were the days of a rapid explosion of electronics...
by Sam Klaidman | Mar 14, 2016 | Growth
This article was co-authored with my good friend Randy Byrne, a very experienced Sales and Marketing Executive. We are both interested in organic growth. Introduction Does your business suffer from any of these symptoms? Sluggish (or no) sales or revenue growth? Are...
by Sam Klaidman | Mar 7, 2016 | Customer Loyalty
A recent Google search of the term “Customer Journey Maps” (CJM) turned up 5.3 million results. This indicates that journey mapping is widespread and is probably getting more popular every day, So I decided to share some of the limitations of journey mapping with you...
by Sam Klaidman | Feb 22, 2016 | Growth
When I was a kid growing up in Brooklyn, my mother always told me, “actions speak louder than words.” I would say, “OK,” and then forget about it until she next mentioned it. One day a kid in my class picked a fight with me, and I overpowered...
by Sam Klaidman | Feb 8, 2016 | Customer Value Creation
Introduction In 1960, Prof. Theodore Levitt gave marketers a massive dose of reality when he made this famous statement and demonstrated a so-so business outcome: He was talking about customers wanting the outcome they could obtain using the tool, not the tool itself....
by Sam Klaidman | Jan 4, 2016 | Customer Value Creation
A brief Q&A about innovation Q. If the answer is Value Creation, what is the question? A. What is innovation? Q. Wrong, try again A. What is successful innovation? Right! So, what’s the difference between innovation and successful innovation? 80%....