by Sam Klaidman | Jul 7, 2023 | Customer Value Creation
The aftermarket is all the activities that original equipment manufacturers (OEMs) and their dealer network perform to keep the customer’s equipment working as designed and delivering the value from outcomes the customer purchased. The aftermarket usually...
by Sam Klaidman | Apr 13, 2023 | Customer Loyalty
Tony Ulwick, founder and CEO of Strategyn, has been studying and consulting on jobs to be done for more than 30 years. During a recent webinar, he said, “Your product [or service] needs to be 15% more effective for customers to switch.” When he talks about being...
by Sam Klaidman | Feb 15, 2023 | Growth
This is why it is critical for your company and your customer-facing team to have earned the trust and respect of your prospects. Industrial products and services are complex. Using complex products results in numerous business outcomes. Some outcomes are not tangible...
by Sam Klaidman | Dec 13, 2022 | Customer Loyalty
Your customers buy products like the ones you manufacture because they have a limited number of outcomes they must achieve. Furthermore, you and most of your competitors’ products can deliver these outcomes at approximately the exact cost. The big question then is,...
by Sam Klaidman | May 18, 2022 | Customer Loyalty
Has the number of unhappy customers calling your business increased? When a company reaches a maturity level where they do not oversell products and services but instead deliver slightly more than promised, and when they finally make a mistake, they recover quickly...
