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Digital Symposium, Premium Resources, Resources, FSN Free, Servitization and Advanced Service Design

Interview: Customer Success Through Vertically Differentiated Product Leadership, ft. Jim Darragh, Totalmobile

Jim Darragh, CEO, TotalMobile, joins Kris Oldland to discuss the parallels between customer success within the software sector and servitization in field service

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Feature, FSM Technology, Home Page, Trending

How quickly will today’s innovation in FSM become tomorrow’s table stakes?

Kris Oldland asks how quickly innovation like we have seen OverIT weave into their FSM solution such as AR, GIS and AI are likely to become table stakes?

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Feature, Home Page, Analysis, Service Strategy, Service Strategy, Editor's Pick

The spectrum of advanced service from customer success to outcome based services

Kris Oldland, Marc Tatarsky and Steve Mason discuss why customer success should be viewed as part of a spectrum of advanced services

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Digital Transformation, Feature, Service Strategy

Why we need to take the time to understand the challenges of all customer stakeholders

Kris Oldland, Marc Tatarsky and Steve Mason discuss the importance of establishing a strong understanding of the multiple stakeholders within the customer

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Digital Transformation, Feature, Home Page, Analysis, Service Strategy

How adopting an Outside-In perspective can foster a genuine strategy for customer success

Kris Oldland, Marc Tatarsky and Steve Mason discus how Peter Drucker’s famous Outside-In approach is an excellent tool for customer success models.

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Digital Transformation, Feature, Service Strategy

How should we approach educating the customer to help drive their success?

Kris Oldland, Marc Tatarsky and Steve Mason discuss how we should approach the sometimes sensitive issue of needing to educate our customers

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Digital Transformation, Feature

Why customer success as a strategy is more akin to servitization than CSAT

Kris Oldland, Marc Tatarsky and Steve Mason discuss how customer success sits on a spectrum that also includes outcome-based services and servitization

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Digital Transformation, Feature, Service Strategy, Service Strategy, Analysis

Can customer success be defined in a horizontal industry like the field service sector?

Kris Oldland, Marc Tatarsky and Steve Mason discuss the challenges around defining customer success in a horizontal field such as the field service sector

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Digital Symposium, Digital Transformation, Premium Resources, Remote Service Delivery, Resources, FSN Free

Think Tank Sessions Debrief: Defining Customer Success in the Field Service Sector

Kris Oldland, Marc Tatarsky and Steve Mason reflect on the key themes from a series of Field Service News Think Tank sessions on customer success.

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Digital Transformation, Feature, Service Strategy

Konica Minolta’s Journey to Remote-as-a-Default

Kris Oldland reflects on the journey Konica Minolta have taken to developing remote-as-a-default approach to service using their own tool AIRe Link

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