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 | Apr 22, 2020 | Growth
Switching costs, or the costs associated with a buyer changing suppliers, products, or vendor brands, can substantially impact industrial business. While typically calculated in monetary losses, switching costs can also involve lost time and effort investments....
by Sam Klaidman | Nov 19, 2019 | Customer Loyalty
Introduction When discussing customer satisfaction, we eventually discuss how experiences compare to expectations. The more the two are aligned, the more satisfied and trusting your customers feel. On the other hand, we like to work with companies that...
by Sam Klaidman | Aug 1, 2019 | Growth
No matter what you sell, one of your most important decisions will be the price you charge the customer. And if you’re in the B2B space selling complex or custom products, the decision you face is formidable. In the complex B2B world of often customized products...
by Sam Klaidman | Mar 20, 2018 | Growth
Background A few years ago, I wrote a post about innovation at GE Healthcare. I wrote about how a design engineer was on site when a new MRI system was being installed in a pediatric area of a hospital. The engineer saw how scared the very young patients felt about...
