by Sam Klaidman | May 19, 2014 | Growth
We recently concluded a service contract design engagement with an established equipment manufacturer who did not yet offer service contracts to their customers. We followed the following process and arrived at a recommendation for a series of focused agreements to...
by Sam Klaidman | Mar 16, 2014 | Growth
When servicing your company’s products, your customer has only three choices – you (either directly or through an authorized service channel), an independent service provider, and in-house service. In most cases, there are only two viable alternatives – you and them...
by Sam Klaidman | Dec 16, 2013 | Growth
Introduction In the B2B, high-tech world, service revenue is one of the significant sources of revenue, revenue growth, and profit for the whole business. In some companies, the service revenue can be 50% to 70%of total revenue, resulting in more than 70% of the...
by Sam Klaidman | Mar 25, 2013 | Growth
You only have one chance to make a first impression. You should start before a prospect becomes a customer because it is difficult for a company to hit the “first impression undo button.” At the same time, while it should be straightforward to make a great...
by Sam Klaidman | Dec 8, 2012 | Customer Value Creation
When you read the title of this article, did you ask yourself: Why should I worry about changing my business? I am successful at doing what I’ve always done for customers who will purchase what they always buy. That is precisely the point. Business today is very...
