by Sam Klaidman | Dec 3, 2020 | Growth
Introduction For over 20 years, I was two companies’ vice president of service. I had global responsibility in one company, and in the other, I was responsible for the Americas. To keep up to date with industry trends, I attended local and some Global AFSMI...
by Sam Klaidman | Aug 24, 2020 | Growth
I recently rediscovered a McKinsey article, “How to make after-sales services pay off,” by Russell G. Bundschuh and Theodore M. Dezvane, that appeared in The McKinsey Quarterly, 2003 Number 4. Here are a few points from the article: “Manufacturers of everything from...
by Sam Klaidman | May 5, 2020 | Customer Value Creation
Customer value creation quickly becomes a discussion topic in most C-suites and boardrooms. The reason is straightforward: if you don’t create more customer value, your only recourse will be to cut prices, which will turn into a race to the bottom. As experienced...
by Sam Klaidman | Feb 28, 2020 | Growth
The U.S. economy still appears to be strong. Yet, there are enough negative indications that business leaders and economists are beginning to predict a downturn or recession in the next 12-24 months. If your business has not already started recession planning, you...
by Sam Klaidman | Oct 29, 2019 | Growth
If I asked you, a senior service leader, if you talk to customers and prospects, you would no doubt answer with a loud and resounding “yes!” Then, if I asked why you talk to them, you’d probably give me one or more of these answers: They called me with a problem. I...
