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...
by Sam Klaidman | Feb 20, 2017 | Growth
This Rolls-Royce Press Release, dated Oct. 30, 2012 talks about the start of servitization: Rolls-Royce, the global power systems company, today celebrated the 50th anniversary of ‘Power-by-the-Hour’, its pioneering approach to engine maintenance...
by Sam Klaidman | Nov 28, 2016 | Customer Loyalty
Innovation at GE Medical for a Pediatric Hospital Unit About six years ago, nobody said it couldn’t be done. Nobody even knew there was a problem. And so, nobody tried to solve the unknown situation. Then 24-year GE veteran design engineer Doug Dietz got the...
by Sam Klaidman | Jun 20, 2016 | Customer Value Creation
Note: Sam Klaidman and Art Drake wrote this post; both served as Customer Value Creation International Board of Directors members. Introduction During a recent telephone conversation, we discussed customer value creation, selling customer value, and what constituted...
by Sam Klaidman | Feb 23, 2015 | Customer Value Creation
How often should your service contracts be updated? Your products change every year or two. Your customers change their priorities and plans every year. Your company updates its strategic plan annually. If you placed your current service contract next to a...
