by Sam Klaidman | Jul 7, 2014 | Growth
In my experience, for B2B, high tech businesses that have been selling contracts for a number of years, the typical service contract renewal rate is about 90%. This means that every year, 10% of your contracts are not renewed. Think about what this 10% means to your...
by Sam Klaidman | Jun 16, 2014 | Growth
Corporate culture describes and governs the ways a company’s employees think, feel, and act. Sometimes the culture makes the business customer-centric (e.g., Zappos and Disney), and sometimes it focuses on employee compensation (think AIG during the Great...
by Sam Klaidman | Jun 2, 2014 | Growth
Introduction After writing over 90 posts about service revenue and customer retention, it is time to show why these subjects matter. I will tell this story using publicly available data of service revenue as a percent of sales for the company. This data is from a...
by Sam Klaidman | May 26, 2014 | Growth
Remember the old expression, “You only get one chance to make a first impression”? Well, it is still valid with both employees and customers. While the steps to successful on-boarding are different for each, the success of this process is critical to forming...
by Sam Klaidman | May 19, 2014 | Growth
We recently concluded a service contract design engagement with an established equipment manufacturer who did not yet offer service contracts to their customers. We followed the following process and arrived at a recommendation for a series of focused agreements to...
by Sam Klaidman | May 12, 2014 | Growth
Why customers (or prospects) contact your business When a customer contacts your business, she has a need or wants; she is not contacting you because she is bored or wants to know the weather in your part of the world. She reaches out to you because she assumes you...
