by Sam Klaidman | Sep 2, 2021 | Growth
Data linkage, linking data to outcomes, is critical to achieving your desired business outcomes. This is because service businesses are buried in data. They get operational data from their products in the field, the people in the call centers, service managers,...
by Sam Klaidman | Aug 12, 2021 | Customer Loyalty
Ron Giuntini is the author of this post and is justifiably proud of his efforts relating to engaging leadership in the aftermarket. Aftermarket contact with end-users will often be 10-20 times more frequent than selling products. It would benefit OEM leadership to be...
by Sam Klaidman | Aug 5, 2021 | Growth
The Great Resignation, combined with the silver tsunami, will challenge all of us responsible for building and maintaining our organizations! From the Article Earlier this year, I shared my thoughts on an urgent situation facing industrial business leaders: the silver...
by Sam Klaidman | Jul 15, 2021 | Growth
Do You Have a Replacement Strategy for Customer-Facing Employees? As a result of the Covid-19 pandemic plus the current rate of workforce aging, we are all experiencing a significant turnover in our workforce. Some people call it “The great crew change.”...
by Sam Klaidman | Jul 13, 2021 | Growth
Introduction The primary difference between a manufacturing department and an OEM is that the manufacturer makes and sells the product, and the OEM makes markets and services the end product. For example, Ford is an OEM when it sells complete cars and trucks, but the...
by Sam Klaidman | Jun 23, 2021 | Customer Loyalty
Kris Oldfield and other FSN authors have told us that the new normal will be a touchless service for many businesses. The customer will interface with the equipment, and the OEM’s technical support team will use AR/MR/VR to help the customer troubleshoot and repair...
by Sam Klaidman | Jun 15, 2021 | Customer Value Creation
Continuous improvement processes can follow two distinct paths: Internal productivity improvement or external customer value creation. Since both approaches will yield significant benefits, it is not advisable to choose between both outcomes, yet many companies...
by Sam Klaidman | Jun 2, 2021 | Growth
INTRODUCTION This post has been updated after I spoke about why new services fail with Brian Halverson, an expert on gear trains and capital equipment remanufacturing. Brian has had a number of experiences with trying to introduce new services and was plagued with a...
by Sam Klaidman | May 24, 2021 | Customer Loyalty
In a recent whitepaper Beyond Remote Service: Is now the time to redefine service delivery? Author Kris Oldland, Editor-in-Chief of Field Service News, presents several compelling arguments that support the notion that Augmented Reality will change Field Service...
by Sam Klaidman | May 19, 2021 | Growth
Note: This post originally appeared on September 24, 2019, and was updated with new information on May 19, 2021. Most business executives, including service executives, spend most of their time dealing with tactical issues. Here are a few examples for CEOs and...
