The Metrics of Customer Success
In this final feature from a recent white paper we published in partnership with FieldAware, we discuss if customer satisfaction metrics are suitable to identify a measure of success in a servitized or customer success-based service model.
Where Have All the Technicians Gone?
Daniel Brebac, Director of Global Customer Transformation at ServiceMax, discusses why many service organizations are struggling to fill the gaps in their workforce right now and how they can improve their recruiting strategy. A couple of years ago I was at a Field Service conference, engaged in the round-robin style networking chats...
How Reliant on the Implementation of Technology is a Shift to Customer Success?
In this new feature from a recent white paper we published in partnership with FieldAware, we discuss the proper technological infrastructure to ensure that the service operation can operate at maximum efficiency.
Service Benchmarks Across 5 Key KPIs
Service Benchmarks Across 5 KPIs Aquant, has recently published the 2022 Service Intelligence Benchmark Report, now available at Field Service News, which offers an in-depth analysis of field service performance and customer satisfaction in a year of talent shortage, COVID service pivots, and shifting customer demands… In...
Considerations for a Platform Partner
Selecting a platform partner to empower your field service operations In this final feature from a recent white paper we published in partnership with Exel Computer Systems, we shall take a look at consideration for ensuring the platform you select is one you can have faith in. As we have seen in our series of …...
State of the Field Service Sector
State of the Field Service Sector During the Field Service Expo, which took place in Birmingham on 27th and 28th of October, BigChange held a presentation discussing the findings of a major research project that the company has conducted about the state of UK’s field service sector. Nick Gregory, Chief Marketing Officer at...
Does a Focus on Customer Success Require a Shift in Management Structure?
In the second feature from a recent white paper we published in partnership with FieldAware, we analyse the need of a shift in management structure for service organisations with a customer success focused model.
Measure What Matters
Measure What Matters Aquant, has recently published the 2022 Service Intelligence Benchmark Report, now available at Field Service News, which offers an in-depth analysis of field service performance and customer satisfaction in a year of talent shortage, COVID service pivots, and shifting customer demands. In this comprehensive data...
Benchmark Report: 2022 Service Intelligence Report
Benchmark Report: 2022 Service Intelligence Report Aquant, has recently published the 2022 Service Intelligence Benchmark Report, now available at Field Service News, which offers an in-depth analysis of field service performance and customer satisfaction in a year of talent shortage, COVID service pivots, and shifting customer demands....
How Do We Define the Difference Between a Focus on Driving Customer Satisfaction and Driving Customer Success?
In the first feature from a recent white paper we published in partnership with FieldAware, we look closely at the difference between driving customer satisfaction and driving customer success for field service organizations.