by Sam Klaidman | Feb 8, 2016 | Customer Value Creation
Introduction In 1960, Prof. Theodore Levitt gave marketers a massive dose of reality when he made this famous statement and demonstrated a so-so business outcome: He was talking about customers wanting the outcome they could obtain using the tool, not the tool itself....
by Guest Author | Dec 28, 2015 | Growth
This is a guest blog by my friend Nick Frank of Service in Industry. Nick is British and I did not Americianize his spelling. WHY THINK ABOUT STARTING A SERVICE TRANSFORMATION By the very nature of their history, engineering and industrial businesses tend to focus on...
by Sam Klaidman | Nov 16, 2015 | Customer Value Creation
By now, we are all familiar with the challenges of selling services or solutions with “soft” value. The customer wants our assistance quantifying the value, and we want to put our best story forward. However, the “customer” is usually a...
by Guest Author | Oct 12, 2015 | Customer Loyalty
Note – This guest post by Dennis Gershowitz was originally posted on 10/1/15 on TSIA’s Inside Technology Services
Background About six weeks ago, I shipped a piece of art via a highly reputable shipper. I will spare you the details of this poor customer experience;...
by Sam Klaidman | Oct 7, 2015 | Growth
If your job description includes creating new services or products that become profitable, you know how hard your job is. You have infinite ways to fail and only a few to succeed. So, let’s explore why you are working so hard. What makes creating new services or...
