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...
by Sam Klaidman | Aug 1, 2016 | Growth
In Customer Service, we fixate on retaining our key employees. These are usually our customer-facing folks with years of history with our customers and tons of irreplaceable product knowledge. And we think our relationship with our customers makes us all part of a...
by Sam Klaidman | Jul 18, 2016 | Growth
Database integrity Database integrity must be a concern if you sell services or directly support people who do the selling. After all, how can you sell a contract without having an accurate installed base and contact information? This is what I am talking about:...
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...
