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 | 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...
