by Sam Klaidman | Apr 5, 2024 | Growth
Prospering in a VUCA World is Causing Industrial OEMs to Focus on the Aftermarket We are again living in uncertain times. The name for uncertain times is VUCA, which stands for Volatility, Uncertainty, Complexity, and Ambiguity. It describes constant, unpredictable...
by Sam Klaidman | Apr 3, 2017 | Customer Value Creation
Is complexity always bad? Before I explain my new thinking, let’s define complexity. In the past, I have written about complexity and all the damage it does. I still believe everything I wrote, but I now know there are some times when complexity is an ally. Complexity...
by Sam Klaidman | Jun 23, 2014 | Customer Loyalty
In most B2B service organizations, the key performance indicators (KPIs) are based on reducing customer interaction time or making money. The thinking is that short interaction time means higher customer satisfaction and less cost, which is correct. But eliminating...
by Sam Klaidman | Jul 15, 2013 | Growth
As we know, segmenting our customers is one of the keys to growing revenues and profits. We also know that when planning your customer’s experiences with your businesses, the ideal segment size is one. That’s right, create experiences designed and...
