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
A Remanufacturing Overview – Part 1. Definitions and Process Question: What’s the difference between alchemy and equipment remanufacturing? Answer: Remanufacturing works. Why? Alchemists used magic to turn lead into gold. In reality, they tried to hoodwink their...
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...
