by Sam Klaidman | Mar 22, 2021 | Customer Loyalty
In 1988 Michael R. Mantell wrote the book “Don’t Sweat the Small Stuff…and it’s all Small Stuff.” Now we know that Mantell was wrong when it comes to Field Service. Here is the real story! In the coming months and years, your organization will likely implement a...
by Sam Klaidman | Aug 3, 2020 | Customer Loyalty
Introduction As many businesses plan their post-COVID future, they re-evaluate the companies they buy from. The buyers are looking for several improvements, including: Lower costs Better quality Shorter delivery Innovative products and services More resilient...
by Sam Klaidman | Jul 16, 2020 | Growth
You should consider creating a customer success organization unless your business loves chasing new customers to maintain current sales levels and grow. (Related: Creating Lasting Shareholder Value By Creating Customer Value) Why? Because Customer Success is a synonym...
by Sam Klaidman | Apr 22, 2020 | Growth
Switching costs, or the costs associated with a buyer changing suppliers, products, or vendor brands, can substantially impact industrial business. While typically calculated in monetary losses, switching costs can also involve lost time and effort investments....
by Sam Klaidman | Mar 11, 2020 | Customer Loyalty
Everyone wants outcomes that are better, faster, and cheaper. We all look at Amazon and see how they sell and deliver virtually everything overnight – or, in some locations, even within two hours! With extremely low prices, fast shipping, nearly unmatched product...