by Sam Klaidman | Jan 12, 2015 | Customer Value Creation
Introduction According to a recent ATKearney Report, the Medical Device industry has been enjoying a 5 percent average annual growth rate and margins in the 23 to 25 percent range. However, because of fundamental changes in the medical purchasing environment, it is...
by Sam Klaidman | Oct 13, 2014 | Customer Value Creation
The world is changing. People in sales roles always worry about asking too much money for their products or services. They are concerned that no matter strong their offer is, the prospect will fixate on cost and only buy on price. Because that has been true almost...
by Sam Klaidman | Sep 22, 2014 | Growth
When we started selling products, we discovered they tended to break and needed to be repaired or replaced. And so began the evolution of equipment maintenance. We quickly learned three things: We can make money repairing stuff. Customers hate to pay to have their...
by Sam Klaidman | Jul 28, 2014 | Customer Loyalty
In the world of Customer Service and Support, services marketing and customer experience (CX) are individually very valuable (just like peanut butter and jelly). However, when they are combined into one coordinated effort, with the amount of each based on your...
by Sam Klaidman | Jul 14, 2014 | Growth
In my post last week, I said that the #1 reason that customer service contract revenue is declining if “Your value proposition no longer works for your customers.” Then I had a vigorous discussion with Ravi Deva in the LinkedIn Warranty Innovations Group. Here...
