by Sam Klaidman | Aug 24, 2020 | Growth
I recently rediscovered a McKinsey article, “How to make after-sales services pay off,” by Russell G. Bundschuh and Theodore M. Dezvane, that appeared in The McKinsey Quarterly, 2003 Number 4. Here are a few points from the article: “Manufacturers of everything from...
by Sam Klaidman | Aug 12, 2020 | Customer Value Creation
Remanufacturing uses sound engineering and manufacturing processes to turn old machines into machines equivalent to new ones. They offer remanufactured engines with the same performance specs, warranty, and expected lifetimes as new machines but at a lower cost. Plus,...
by Sam Klaidman | Aug 3, 2020 | Customer Loyalty
Introduction As many businesses plan their post-COVID future, they re-evaluate the companies they buy from. The buyers are looking for several improvements, including: Lower costs Better quality Shorter delivery Innovative products and services More resilient...
by Sam Klaidman | Aug 22, 2019 | Customer Value Creation
Nearly two years ago, I wrote a post called Creating Lasting Shareholder Value By Creating Customer Value. This was the opening paragraph: Are you responsible for maximizing or helping to maximize shareholder value? Are you tired of hit-or-miss actions and the annual...
by Guest Author | Mar 18, 2019 | Growth
The author, Karl Sharicz, is the Founder and Principal of HorizonCX and a Middlesex Consulting Partner. This article first appeared on the CX Cafe by MaritzCX on March 7, 2019. As CX professionals, we are largely compelled to align with our respective organization’s...
