by Sam Klaidman | Sep 29, 2014 | Customer Loyalty
A few weeks ago, I wrote a blog post about making money when customers want to do their on-site service. Then someone kindly pointed me to the subject of Digital Right To Repair (DRTR) and sent me a link to a website that dealt with DRTR and medical instruments. That...
by Sam Klaidman | Sep 1, 2014 | Customer Value Creation
Definition of Customer Value We define customer value as the tangible and experiential (emotional) net improvements (benefits minus costs) to customer outcomes resulting from using or owning the supplier’s products and services, compared to all alternatives. You must...
by Sam Klaidman | Aug 11, 2014 | Growth
Does this sound familiar? One of your contract sellers comes to you and says “The XYZ contract expires tomorrow and I have been communicating with the customer for 3 months. Now he tells me that his boss is on vacation for 2 weeks and he has to sign the requisition....
by Sam Klaidman | Jul 14, 2014 | Growth
In my post last week, I said that the #1 reason that customer service contract revenue is declining if “Your value proposition no longer works for your customers.” Then I had a vigorous discussion with Ravi Deva in the LinkedIn Warranty Innovations Group. Here...
by Sam Klaidman | May 5, 2014 | Growth
If you are responsible for service revenue and profit and suffer from declining service revenue, how badly are you screwed? That depends on two questions… How long have the revenue and profit been declining? Over that time, how much have they declined? If the answer...
