by Sam Klaidman | Aug 30, 2019 | Customer Value Creation
Customers buy products or services because they want or need the outcomes they will get from using these products or services. They buy from your company when they believe they will get greater value from your company than any other choice they know about. The value...
by Sam Klaidman | Aug 1, 2019 | Growth
No matter what you sell, one of your most important decisions will be the price you charge the customer. And if you’re in the B2B space selling complex or custom products, the decision you face is formidable. In the complex B2B world of often customized products...
by Sam Klaidman | Jul 31, 2019 | Growth
Who’s your customer? To identify your customer try this experiment. Ask your service technicians and phone support agents to tell you who is their customer at a few of your largest accounts. Then ask the same question to the salespeople who sold and service...
by Sam Klaidman | Jun 17, 2019 | Customer Value Creation
Cost of product failure When your product fails, it costs your customers money, and the longer it remains down, the more it costs them. And sometimes, the customer’s cost is not only money but also customer retention or employee stress. And often, they wish they had a...
by Sam Klaidman | Apr 23, 2019 | Customer Loyalty
Every business messes up. Sometimes, it’s product-related; sometimes, it’s due to problematic service. Sometimes, mistakes occur very rarely; sometimes, they (unfortunately) happen very frequently. Because our customers are all human, they understand that companies...
