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 Sam Klaidman | Jul 31, 2019 | Growth
Who’s your customer? To identify your customer try this experiment. Ask your service technicians and phone support agents to tell you who is their customer at a few of your largest accounts. Then ask the same question to the salespeople who sold and service...
by Sam Klaidman | Jun 15, 2018 | Customer Loyalty
Introduction Warranty expense reduction is probably not part of your job description. But it should be. Here are the top three reasons why service and support executives should own warranty expense reduction. Remember, you are the customer advocate. And warranty...
by Sam Klaidman | Jun 5, 2018 | Growth
Congratulations on Joining the Ranks of Service Leadership A significant step is getting promoted from Regional or National Field Service Manager to Director or Vice President of Field (or Customer) Service. Suppose you are fortunate to have recently made this...
by Sam Klaidman | Feb 19, 2018 | Customer Value Creation
Why do people buy your products and services? People buy your products because they need the outcomes they get from using them, not because they want to use your service eventually. They traded their cash for your product because they expect the business outcome they...
