by Sam Klaidman | Oct 16, 2024 | Growth
Why Do People Buy B2B Service Contracts Before we discover why people fail to renew service contracts, we must understand why they buy them. Before COVID, the people who purchased service contracts were at the Manager level. They were responsible for ensuring the...
by Sam Klaidman | Nov 21, 2019 | Growth
The reality in industry today is that product margins are declining, and services margins are rising. In fact, in many industries, the two margins have reached parity. If you manufacture and sell a complete product to an end user or a channel partner, you either...
by Sam Klaidman | Mar 11, 2019 | Customer Loyalty
Recently, I read a fascinating article, “CX Metrics Aren’t Customer-Centric, But Should Be. Learn How,” by Peter Fader and Sarah E. Toms. The authors show how combining customer switching costs with CX metrics and then looking at the results on a...
by Sam Klaidman | Nov 29, 2018 | Growth
When aiming to grow a field service business, there are only four paths to follow: More current products to current customers New existing to current customers Current products to new customers New products to new customers For B2B component- and assembly-level...
by Sam Klaidman | Oct 29, 2018 | Growth
Introduction A corporate executive must understand why customers buy products and related services. Most capital equipment manufacturers have learned that equipment margin contributions are crucial, but aftermarket services margin contributions are at least twice as...
