Why You Should Treat Customers as Individuals

Why You Should Treat Customers as Individuals

Introduction I recently participated in an ExitReadiness Podcast organized by Pat Ennis. Our topic was “When You Start Making A Big Decision, First Talk with the People Involved.” The high-level summary is when you have to make a significant business...
Without the Services, RaaS is Just a Lease

Without the Services, RaaS is Just a Lease

From the article With a RaaS contract, there is usually no down payment or end-of-contract balloon payment. In most cases, your monthly payment is based on the equipment’s amount of work performed. The RaaS contract is usually less than or close to your...
Are You Prepared for the Great Resignation?

Are You Prepared for the Great Resignation?

The Great Resignation, combined with the Silver Tsunami, will challenge all of us who are responsible for building and maintaining our organizations! Earlier this year, I shared my thoughts on an urgent situation facing industrial business leaders: the silver tsunami....
Managing Field Engineer Turnover

Managing Field Engineer Turnover

Introduction to Managing Field Engineer Turnover ToolingU-SME states, “Relentless turnover in the manufacturing industry is threatening companies focused on driving productivity and profitability. Finding talent is one of the biggest challenges in the industry, so...
Should OEMs Outsource Customer Service and Support?

Should OEMs Outsource Customer Service and Support?

Many English words that are used in a business context have numerous meanings. My two favorites are brand and manufacturing. Once we get past these definitions we will address the key question,: Can the OEM outsource customer service or must they provide it themself?...