Is Your Org in Tune With Customer Expectations? Probably Not—and We’ll Explain Why
Is Your Org in Tune With Customer Expectations? Probably Not—and We’ll Explain Why In this article, we discuss the findings of...
Plotting a Path from Legacy Systems to 3.0
Plotting a Path from Legacy Systems to FSM 3.0 In the last feature from a recent white paper we published in partnership with OverIT, we...
A personal note of thanks to a true friend to the industry
A personal note of thanks to a true friend to the industry It was my honour to host the inaugural European Field Service Awards recently....
Is It Better to Light a Candle Than to Curse the Darkness?
Dave Hart, Managing Partner of Field Service Associates, highlights the importance of benchmarking your business against your...
A New Cycle of Disruption and Servitization
What does service strategy look like in the new normal? Field service has changed dramatically in the last 18 months, although we were...
Depot Repair: Bringing the Customer Experience Full Circle
Durable goods manufacturers have long played a part in the circular business economy, placing particular emphasis on improving productivity...
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...
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...
