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 1, 2017 | Customer Value Creation
As a service leader we are all trying to improve how we do our jobs. That is just the way we are programmed. And if part or most of our job involves dealing with customers, we then have an extra challenge – figuring out what they are trying to accomplish. Harvard...
by Sam Klaidman | Feb 20, 2017 | Growth
This Rolls-Royce Press Release, dated Oct. 30, 2012 talks about the start of servitization: Rolls-Royce, the global power systems company, today celebrated the 50th anniversary of ‘Power-by-the-Hour’, its pioneering approach to engine maintenance...
by Sam Klaidman | Feb 6, 2017 | Customer Loyalty
We design our products. We create our organizations. We spend an excessive amount of time and money developing our software. But do we design our services? If we were honest, most of us would answer NO! This is unacceptable because, as Thomas Stewart and Patricia...
by Sam Klaidman | Dec 27, 2016 | Growth
A few weeks ago, I wrote a post about the results of my asking our Field Service engineers, “What happens if the products never fail?” Yesterday, I read about a new wristwatch that promises no service for 50 years. The manufacturer is so confident in their claim that...
