by Sam Klaidman | Dec 23, 2013 | Growth
This is the second of two parts to a blog about metrics you should consider to manage your service contract selling process. In the first segment of this blog post, I discussed the five metrics for the service contract sales process that I think are most important:...
by Sam Klaidman | Dec 16, 2013 | Growth
Introduction In the B2B, high-tech world, service revenue is one of the significant sources of revenue, revenue growth, and profit for the whole business. In some companies, the service revenue can be 50% to 70%of total revenue, resulting in more than 70% of the...
by Sam Klaidman | Dec 9, 2013 | Growth
As we plunge headfirst into the holiday season, many think seriously about gifts for family and maybe close friends. And the constant bombardment on radio, TV, newspapers, and the web about gifts reminded me that your customers also deserve a thank you. But this...
by Sam Klaidman | Nov 18, 2013 | Growth
Introduction Customer retention was challenging in the dark ages of automobile manufacturing (think the 70s and 80s). Partly because the manufacturing process included a rework area, this is where cars that did not pass the end-of-line inspection are driven so highly...
by Sam Klaidman | Nov 11, 2013 | Growth
Today, everyone wants to be treated as an individual. That being said, does B2B or B2C matter? My answer is that it does not matter most often, but sometimes it does. And those “sometimes” are what make relationship management a real challenge. When does B2B or B2C...
by Sam Klaidman | Nov 7, 2013 | Growth
According to people who think about customer value, “the value of a product or service is only in its intended purpose.” Additional services create additional value for the users. Sounds simple. Unfortunately, too many businesses have not internalized that...
by Sam Klaidman | Nov 6, 2013 | Growth
USAA began in 1922 with 25 Army officers who offered to insure each other’s vehicles when no one else would. Their small organization has grown into a respected institution offering a full range of financial products to 9.8 million members. And their product set...
by Sam Klaidman | Nov 5, 2013 | Growth
Value-added services are a way that product companies can differentiate themselves from their competition. In the previous posts in this series, we looked at U-Haul and USAA. This post shows how an agriculture business recently made a significant acquisition to add...
by Sam Klaidman | Nov 4, 2013 | Growth
Value-added services are a way that product companies can differentiate themselves from their competition. This post shows how a heavy equipment manufacturer continuously creates value-added services and products to sustain its long growth history. John Deere has a...
by Sam Klaidman | Nov 3, 2013 | Growth
Customer retention is not the only motivation for businesses to create and commercialize value-added services. Sometimes the motivation is as simple as growing the bottom line. In this post, we look at two examples of businesses thinking outside their comfort zone to...
