by Sam Klaidman | Aug 10, 2015 | Growth
Q. I haven’t updated my service contracts in five years – is that OK? A. No. This is way too long Q. If they still sell, why should I change anything? A. Because customer needs change, and you don’t want to wake up one morning with a significant problem on...
by Sam Klaidman | Jul 27, 2015 | Growth
I had no competition when I started selling my company’s service contracts. Our products were mission-critical, and most of our customer’s policies were to buy the OEM’s service contract. Hitting quota was easy! Competitors Today things are...
by Sam Klaidman | Jul 13, 2015 | Growth
These days, there are three business models that are emerging into serious long-term opportunities. I have written about the Internet of Things, which is the most developed, and now write about The Sharing Economy. I chose this business model as next to highlight an...
by Sam Klaidman | Jun 29, 2015 | Growth
I subscribe to the Boston Business Journal and have for years. A few weeks ago, one of the articles screamed in 22 pt. type “Internet of Things market will be the size of Canada’s GDP by 2020”. I said to myself, “Holy crap, this is...
by Sam Klaidman | Jun 15, 2015 | Customer Value Creation
In 1955, a Spanish artist took a blank 45 by 58-inch canvas worth about $400 today and put about $50 worth of oil paint on it. Today the painting’s intrinsic value is about $450 plus the labor cost, so let’s be generous and call it $10,000 (it...
by Guest Author | Jun 1, 2015 | Customer Value Creation
Notes: 1) The author of this post, Anil V. Pillai, is a Director of the India-based consultancy Terragni Consulting (P) Ltd. Anil and I were members of Customer Value Creation International. This article was originally published in the May 2015 “Efficient...
by Sam Klaidman | May 4, 2015 | Customer Value Creation
The key to long-term growth is to create value for your customer. One often-forgotten strategy is to help your customer create value for their customers. In other words, take care of your customer’s customers. It sounds convoluted, but it is a real “value...
by Guest Author | Apr 27, 2015 | Customer Value Creation
Note: This post was written by my fellow CVCI Board of Directors member – Ray Sheen. Ray is the President of Product & Process Innovation. It was posted on April 13, 2015, here. People have used the phrase “a culture of customer-centric value creation.”...
by Sam Klaidman | Apr 20, 2015 | Growth
In a previous post, I discussed how customers buy your products and services because they need the outcomes from using them. I included a brief list of “value from use” attributes but decided to save a special “value proposition” for this post – time. Yes, time is...
by Sam Klaidman | Apr 6, 2015 | Customer Loyalty
This story is about how a great service recovery saved my sanity! When in a hospital, we expect great care from the medical team. What about the behind-the-scenes support folks who have nothing to do with drugs, surgeries, or food service? I have a story to share...
