by Sam Klaidman | Sep 15, 2014 | Customer Loyalty
Data is interesting but it has to yield insight to be valuable. One of the tools we use to generate insight is correlation analyzes where we look at two sets of data and see how closely one tracks the other. We then try and figure out which is the driver of the...
by Sam Klaidman | Jun 2, 2014 | Growth
Introduction After writing over 90 posts about service revenue and customer retention, it is time to show why these subjects matter. I will tell this story using publicly available data of service revenue as a percent of sales for the company. This data is from a...
by Sam Klaidman | Apr 21, 2014 | Growth
Law of unintended consequences This picture defines our understanding of the Law of Unintended Consequences. As you can see, this is a three-part definition. In this post, I am only talking about the last definition, a perverse effect contrary to what was originally...
by Sam Klaidman | Dec 30, 2013 | Growth
Everyone knows that “what gets measured gets done.” This goes double for selling anything, including service contracts. However, before we start looking at the essential contract-selling metrics, let’s first look at the service contract sales process and the...
by Sam Klaidman | Dec 23, 2013 | Growth
This is the second of two parts to a blog about metrics you should consider to manage your service contract selling process. In the first segment of this blog post, I discussed the five metrics for the service contract sales process that I think are most important:...
