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 | Aug 4, 2014 | Growth
A brief history of when to perform preventative maintenance When I started in Customer Service and service contracts selling, we always planned to perform routine Preventative Maintenance (PMI) in months 9 or 10 of the 12-month contract period. The reason was that we...
by Sam Klaidman | Jul 28, 2014 | Customer Loyalty
In the world of Customer Service and Support, services marketing and customer experience (CX) are individually very valuable (just like peanut butter and jelly). However, when they are combined into one coordinated effort, with the amount of each based on your...
by Sam Klaidman | Jul 21, 2014 | Growth
Service contract selling compared to selling products Let’s start by agreeing that the price and volume of your product sales are always high relative to your service contract sales. This is because service contracts are only sold to product users. And annual...
by Sam Klaidman | Jul 7, 2014 | Growth
In my experience, for B2B, high tech businesses that have been selling contracts for a number of years, the typical service contract renewal rate is about 90%. This means that every year, 10% of your contracts are not renewed. Think about what this 10% means to your...
