Why alignment with the client is the most critical aspect of the customer success approach
In this excerpt from the full-length, hour-long discussion the group discuss the importance of ensuring you have a firm alignment with the customer and a detailed understanding of the various goals within their organisation at the heart of the customer success model.
Field Service is an industry that has always had essential workers, long before the pandemic
Paolo Bergamo, CEO, OverIT reflects how in field service we are surrounded by super-heroes, keeping our world turning who’ve always been essential workers
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.
In an era of economic uncertainty the service P&L has never been more critical
As we move into a post-pandemic world, the need for improving the service to cash cycle is more important than ever before…
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
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
The pandemic accelerated our adoption of remote-first service, but was not the primary driver
The pandemic accelerated our adoption of remote-first service, but was not the primary driver The #FSN20 is Field Service News’ annual...
Defining Servitization
Defining Servitization Before looking at the question of, is servitization dependent on being OEM owned we discussed what does...
Understanding the Value Your Customer Sees
In any period of disruption, there will be innovation in the solutions provided. However, as new solutions are developed, establishing a...
