by Sam Klaidman | Feb 2, 2014 | Customer Loyalty
We interact face-to-face or remotely when we deal with any business for any reason. Sometimes we have a choice, sometimes, we are enticed to use a particular channel, and sometimes we have no choice. In every case, however, we expect the outcome of the interaction not...
by Sam Klaidman | Jan 20, 2014 | Growth
In The Beginning A Sales and a Service Vice President walked into a bar. They were from a Boston-based high-tech company in the San Francisco Bay area attending Jane’s annual Sales meeting. When they sat down, Jane said to Dick, “Tonight’s meal is on Sales.” Dick was...
by Sam Klaidman | Jan 13, 2014 | Growth
Recently, a VP of Customer Service friend asked me. “Should field technicians sell service contracts?” I thought it was a good question, so we discussed it. This post is about how the conversation played out. In the high-tech service industry, there are...
by Sam Klaidman | Dec 30, 2013 | Growth
Everyone knows that “what gets measured gets done.” This goes double for selling anything, including service contracts. However, before we start looking at the essential contract-selling metrics, let’s first look at the service contract sales process and the...
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...
