by Sam Klaidman | Jul 31, 2019 | Growth
Who’s your customer? To identify your customer try this experiment. Ask your service technicians and phone support agents to tell you who is their customer at a few of your largest accounts. Then ask the same question to the salespeople who sold and service...
by Sam Klaidman | Jul 24, 2019 | Growth
A large part of the job of a Service Executive is to grow your service business. This is true even if you are not a profit center, especially if you are one. And the key to successfully growing your business is to focus all your planning efforts on customers and...
by Sam Klaidman | Apr 1, 2019 | Growth
What do desired business outcomes and KPIs do with a reasonably complex road intersection? Both are tied together by Lewis Carroll’s quote, “If you don’t know where you are going, any road will get you there.” If you don’t know the...
by Guest Author | Mar 18, 2019 | Growth
The author, Karl Sharicz, is the Founder and Principal of HorizonCX and a Middlesex Consulting Partner. This article first appeared on the CX Cafe by MaritzCX on March 7, 2019. As CX professionals, we are largely compelled to align with our respective organization’s...
by Sam Klaidman | Mar 13, 2019 | Growth
As industry continues to shift and evolve, manufacturing executives across all sectors face a lengthy list of challenges. Below are just a few of the most pressing obstacles. Agility Big Data fatigue Broken supply chain Complex systems Competition Cost pressures...
by Sam Klaidman | Feb 21, 2019 | Growth
We were in a meeting room in a downtown Madison, Wisconsin, hotel. It was -25oF outside, and I was talking with Dan Brinkman, Vice President and Chief Operating Officer of Medical Equipment Repair Associates (MERA), a large independent medical service company. It was...
