by Sam Klaidman | Dec 27, 2016 | Growth
A few weeks ago, I wrote a post about the results of my asking our Field Service engineers, “What happens if the products never fail?” Yesterday, I read about a new wristwatch that promises no service for 50 years. The manufacturer is so confident in their claim that...
by Sam Klaidman | Dec 26, 2016 | Growth
The background about how I started to think about what happens when the equipment never fails In the early 1990s, I became the Vice President of Service for Oxford Instruments in the Western Hemisphere. After taking care of some early logistics challenges, like where...
by Sam Klaidman | Oct 17, 2016 | Growth
Manufacturing and IoT In 2015, McKinsey Digital surveyed manufacturing companies and shared the results in a report titled “Industry 4.0, How to navigate digitization of the manufacturing sector”. In this 62-page document, the authors describe how manufacturing...
by Sam Klaidman | Oct 11, 2016 | Growth
Does your company have internal partners for B2B success? Is this the way your company operates? Are Marketing, Sales, and Service internal partners of B2B success? Are they singing from the same sheet of music? Do the three groups make great music together, or do...
by Sam Klaidman | Sep 12, 2016 | Growth
A few years ago,, I wrote a blog post titled Breaking Old Habits Is Not A Dirty Word – It is A Major Business Imperative. Since then, there have probably been hundreds of business books and who knows how many thousand articles and blog post published on this...
by Sam Klaidman | Aug 1, 2016 | Growth
In Customer Service, we fixate on retaining our key employees. These are usually our customer-facing folks with years of history with our customers and tons of irreplaceable product knowledge. And we think our relationship with our customers makes us all part of a...
