by Sam Klaidman | Jan 14, 2021 | Growth
The world has undoubtedly changed since COVID-19 struck. One thing it did was speed up changes that had been on our radar screen. Now it seems likely that these five trends (in alphabetical order, not necessarily in order of importance) will guide the future of...
by Sam Klaidman | Dec 11, 2020 | Growth
Does your in-house production equipment or the equipment you manufacture and sell include any of these rotating components: Motors Gearboxes Pumps Fans Bearings Compressors? Amazon recently announced a new product + software + AWS (Amazon Web Services) infrastructure...
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
What Is Servitization? Service innovation, in the form of Servitization, is the future of OEM manufacturing companies. The first order of business here is to define the term servitization, which has been used since 1988. However, the definition has changed frequently...
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...
