Servitization and Advanced Service Design

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Think Tank Sessions: Is Servitization Dependent on Being OEM Owned?

Think Tank Sessions: Is Servitization Dependent on Being OEM Owned? Whilst servitization frequently appears, in the context of whole-life support (and revenue), to be an integrated arm of the manufacturer (eg Mercedes Trucks), the reality is that Mercedes dealers, although badged, are not Mercedes Benz. Servitization in such a scenario...

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Digital Symposium, Digital Transformation, Premium Resources, Resources, FSN Free, Servitization and Advanced Service Design, Think Tank Sessions, Written Content

Think Tank Sessions: Digitalization and Disruption (Debrief)

Think Tank Sessions: Digitalization and Disruption (Debrief Session) (2022) The world changed in 2020 beyond all recognition. The pandemic brought with it the most significant global disruption we have seen since the second world war.  Yet, in many ways, the field service sector was fortunate. The tools that we needed to find a way...

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Comparative Analysis: Customer-Centricity, Technology in Field Service – Global Data and UK Data.

Comparative Analysis: Customer-Centricity, Technology in Field Service – Global Data and UK Data. During 2021, Field Service News Research hosted a global study in partnership with HSO that was designed to understand the importance of customer service in field service operations and how the ability to...

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Home Page, Highlighted Resource, Premium Resources, Servitization and Advanced Service Design, Think Tank Sessions, Written Content

Think Tank Sessions: Defining Customer Success (2022)

Think Tank Sessions: Defining Customer Success in Field Service Is customer success the ultimate goal of field service companies around the world? Is the progress from customer satisfaction to customer success one of natural evolution if this is the case? First, businesses need to work out how to define company success metrics....

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Premium Resources, Servitization and Advanced Service Design, Written Content

White Paper: Customer Success: A Journey Beyond Customer Satisfaction (2021)

White Paper: Customer Success: A Journey Beyond Customer Satisfaction (2021) Customer success: the simple evolution of customer satisfaction, or is it something more?   There has been much talk in recent years about the importance of customer satisfaction and ensuring customer success.   However, what exactly do we mean by customer...

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Digital Symposium, Premium Resources, Servitization and Advanced Service Design, Video Content

Interview: The Move to Servitization: Ft. Dr Christian Kowalkowski (2021)

Interview: The Move to Servitization: Ft. Dr Christian Kowalkowski (2021) Kris Oldland, Editor-in-Chief, Field Service News is joined on the Field Service News Digital Symposium by Christian Kowalkowski, Professor of Industrial Marketing at the Institute of Technology at Linköping University and he is affiliated with CERS, at Hanken...

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Covid Recovery & New Normal, Digital Symposium, Digital Transformation, Managing the Field Workforce, Premium Resources, Research, Servitization and Advanced Service Design, Video Content

Research Debrief: Customer-Centricity, Technology and the New Normal of the Field Service Sector – part two (2021)

Research Debrief: CustomerCustomer-Centricity, Technology and the New Normal of the Field Service Sector – part two (2021) FSN Research recently undertook a detailed study in partnership with HSO to understand precisely what CSAT metrics are being tracked by field service organisations. At the same time, the study also explored the...

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Covid Recovery & New Normal, Digital Symposium, Digital Transformation, Managing the Field Workforce, Premium Resources, Research, Resources, FSN Free, Servitization and Advanced Service Design, Video Content

Research Debrief: Customer-Centricity, Technology and the New Normal of the Field Service Sector – part one (2021)

Research Debrief: CustomerCustomer-Centricity, Technology and the New Normal of the Field Service Sector – part one (2021) FSN Research recently undertook a detailed study in partnership with HSO to understand precisely what CSAT metrics are being tracked by field service organisations.   Having published the results, Dan Snowdon,...

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Covid Recovery & New Normal, Digital Transformation, Managing the Field Workforce, Premium Resources, Research, Servitization and Advanced Service Design

Benchmarking Report: Customer-Centricity, Technology and the New Normal of the Field Service Sector (2021)

Benchmarking Report: CustomerCustomer-Centricity, Technology and the New Normal of the Field Service Sector (2021) In recent years we have seen a marked shift in the emphasis on the metrics which define success within field service operations. Traditionally, the critical metrics within field service organisations have centred around...

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Digital Transformation, Premium Resources, Remote Service Delivery, Servitization and Advanced Service Design, Written Content

White Paper: Beyond Remote Service: Is now the time to redefine service delivery? (2021)

White Paper: Beyond Remote Service: Is Now the Time to Redefine Service Delivery? In 2020 our industry and the world changed dramatically as the impact of the novel coronavirus COVID19 was felt in every corner of the globe. One of the key facets to how we in the field service sector adapted was the mass …...

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