What causes long service to cash cycles?
As we move into a post-pandemic world, the need for improving the service to cash cycle is more important than ever before…
What does the right to repair movement mean for the field service sector?
Chris Hird, Field Service News, discusses what the emerging right to repair movement will mean for the field service sector
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
Defining Servitization
Defining Servitization Before looking at the question of, is servitization dependent on being OEM owned we discussed what does servitization really mean. By definition it is applying a service to a product in order to create additional value or a new offering to customers. In reality the way servitization is applied can vary...
How does our current mode of operations evolve into into a future mode of operations?
How does our current mode of operations evolve into into a future mode of operations? The #FSN20 is Field Service News’ annual celebration of excellence, innovation and leadership within the global field service sector. One of this year’s members is Rajat Kakar, Senior Vice President, QuickWorks. Prior to joining...
Understanding the drivers behind moving to a remote-by-default approach to service
Understanding the drivers behind moving to a remote-by-default approach to service The #FSN20 is Field Service News’ annual celebration of excellence, innovation and leadership within the global field service sector. One of this year’s members is Senior Consultant, BEU, Konica Minolta. Prior to taking his role in the central...
Why field service companies are increasingly turning to servitization
Discovering servitization in the new normal FSN Research recently undertook a detailed study in partnership with HSO to understand precisely what CSAT metrics are being tracked by field service organizations. At the same time, the study also explored the digital transformation journey our sector has been on for several years and how...
The Difference between Customer Satisfaction, Customer Experience and Customer Success
Is customer success the natural evolution of customer satisfaction? 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 School of...
Why co-creation is increasingly becoming the secret to successful service delivery design
Innovation through co-creation FSN Research recently undertook a detailed study in partnership with HSO to understand precisely what CSAT metrics are being tracked by field service organizations. At the same time, the study also explored the digital transformation journey our sector has been on for several years and how this was...
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 analyse the key aspects of migrating from a legacy system to a new FSM solution. There are two key aspects of migrating from a legacy system to a new solution. The …...