by Sam Klaidman | Dec 10, 2020 | Growth
Going digital, a digital transformation, is happening across virtually all business sectors, from marketing and sales to manufacturing, as executives increasingly recognize the massive value such an overhaul can deliver. However, businesses should realize they are...
by Sam Klaidman | Dec 3, 2020 | Growth
Buying a service contract pre-COVID Before COVID, the people who would buy a service contract were at the Manager level. They had the day-to-day responsibility for whatever their equipment was being used for. In that first article, I listed the four reasons why people...
by Sam Klaidman | Nov 20, 2020 | Growth
Service innovation, in the form of Servitization, is the future of B2B OEM manufacturing companies. First, let us define the term servitization, which has been used since 1988. That said, the definition of Servitization has changed frequently since it was first used....
by Sam Klaidman | Oct 19, 2020 | Customer Value Creation
Executive Summary The role of B2B service is rapidly changing. Post-COVID-19, customers are looking for equipment service providers to minimize risks by deploying a touchless or low-touch field service system. Fortunately, a change like this can be quickly...
by Sam Klaidman | Oct 16, 2020 | Customer Loyalty
Customer Journey Maps (CSM) and Customer Success (CS) teams are tools you should use to help grow your product and service business. This is critical because products are becoming commodities, and customers look to aftermarket services to differentiate their...
by Sam Klaidman | Sep 16, 2020 | Customer Value Creation
Do you have a list of your field service and technical support engineers and the date they plan to retire or are eligible to retire? How often do you look at it? Do you have a plan to offset the effects of their departure? If you answered NO to these questions, is it...
by Sam Klaidman | Sep 4, 2020 | Customer Value Creation
On August 29, 2020, Alex Voigt posted an article, “Tesla Introduced A Business Model The World Has Not Seen Before.” This post will discuss the key points from this article. When Tesla started designing cars, it was fortunate not to deal with an...
by Sam Klaidman | Aug 24, 2020 | Growth
I recently rediscovered a McKinsey article, “How to make after-sales services pay off,” by Russell G. Bundschuh and Theodore M. Dezvane, that appeared in The McKinsey Quarterly, 2003 Number 4. Here are a few points from the article: “Manufacturers of everything from...
by Sam Klaidman | Aug 12, 2020 | Customer Value Creation
A Remanufacturing Overview – Part 1. Definitions and Process Question: What’s the difference between alchemy and equipment remanufacturing? Answer: Remanufacturing works. Why? Alchemists used magic to turn lead into gold. In reality, they tried to hoodwink their...
by Sam Klaidman | Aug 3, 2020 | Customer Loyalty
Introduction As many businesses plan their post-COVID future, they re-evaluate the companies they buy from. The buyers are looking for several improvements, including: Lower costs Better quality Shorter delivery Innovative products and services More resilient...
