by Sam Klaidman | Jan 3, 2024 | Customer Loyalty
In the early days of your current job, you decided which metrics to track. You expected that as your graphs improved, your customers, stakeholders, or higher-ups would see and appreciate significant increases in the value they received. At the start of each new year,...
by Sam Klaidman | Nov 8, 2022 | Growth
There is a common belief that key performance indicators (KPIs) are for large companies. People working for midsize industrial companies might prioritize other tasks over KPIs. However, like most things in business, there are different ways of looking at things....
by Sam Klaidman | Mar 17, 2021 | Growth
Where Does Service Revenue Come From? Won/lost reports are critical for you to grow your service revenue. Service revenue depends on two sales groups: Sales to sell installation, training, spare parts, professional services, and an initial contract as part of the...
by Sam Klaidman | Feb 13, 2020 | Growth
Brief excerpt The three types of post-shipment that are extremely valuable for cost reduction and repeat business are: Warranty data Customer feedback data (surveys and random comments) Technical support and field service notes and records This article first appeared...
by Sam Klaidman | Jan 6, 2020 | Growth
Introduction In our service businesses, our customers expect us to perform exactly as we (our company, our brand, and our people) promise. This means having a Say:Do ratio of 1! Nothing more and certainly nothing less. Customers are paying us for more than value for...
