by Sam Klaidman | Jan 21, 2013 | Growth
Note – Although this post is about B2B businesses, there are many B2C’s with the same challenge. In the B2B world, there are two broad categories of products; software and hardware (usually including software); services are unique and typically ongoing, so there...
by Sam Klaidman | Dec 26, 2012 | Customer Loyalty
In December 2012, I wrote a blog post about the need to exceed your customer’s expectations. Since then, I have studied a lot about customer experience (CX) and its impact on business results. To that end, I recently read a very insightful Accenture article that...
by Sam Klaidman | Oct 22, 2012 | Growth
The service contract is a crucial source of revenue and customer satisfaction in the high-tech world. The seller promises certain benefits to the buyer and has a solid financial reason to honor these promises continuously. The buyer has specific ongoing needs that...
