by Sam Klaidman | May 29, 2017 | Growth
When most of us read stories about how low-cost, open-source products disrupt this industry or that one, we say: “Can’t happen to me. Our products are too complicated, have too little volume, or just not interesting enough for the disrupters.” Think...
by Sam Klaidman | May 15, 2017 | Growth
This post was adapted from an article by Sam Klaidman and Dennis Gershowitz that initially appeared in the September 2009 edition of the AFSMI Sbusiness News (no longer published). Ever wonder why people fail to renew a service contract? Are you looking for the right...
by Sam Klaidman | Apr 3, 2017 | Customer Value Creation
Is complexity always bad? Before I explain my new thinking, let’s define complexity. In the past, I have written about complexity and all the damage it does. I still believe everything I wrote, but I now know there are some times when complexity is an ally. Complexity...
by Sam Klaidman | Jan 9, 2017 | Growth
All services businesses are trying to grow revenue and profit. One of the easiest ways to accomplish this objective is to sell a new product or service to an existing customer. This post discusses a new service being offered in the U.S. by Verizon to its Fios...
by Sam Klaidman | Dec 12, 2016 | Customer Loyalty
In the B2B world, capital equipment aftermarket service is unique. The quality of the service recovery not only impacts the revenue the service business produces; it affects the long-term outlook for product sales. This dual influence causes the CFO and Head of Sales...
