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...
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.
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.
Does a Focus on Customer Success Require a Shift in Management Structure?
In the second feature from a recent white paper we published in partnership with FieldAware, we analyse the need of a shift in management structure for service organisations with a customer success focused model.
How Do We Define the Difference Between a Focus on Driving Customer Satisfaction and Driving Customer Success?
In the first feature from a recent white paper we published in partnership with FieldAware, we look closely at the difference between driving customer satisfaction and driving customer success for field service organizations.
5 Enemies of Growth – What is Hitting Field Service Firms Hard?
5 Enemies of Growth: What is Hitting Field Service Firms Hard? In this third feature of a series of excerpts from a recent white paper...
Is the move toward servitization gaining greater traction?
Is the move toward servitization gaining greater traction? FSN Research recently undertook a detailed study in partnership with HSO to...
The Journey to Achieving Your Desired Outcomes
In this new article for Field Service News, Sam Klaidman, Founder and Principal Adviser at Middlesex Consulting, discusses the service...
What Field Service Organizations Should Expect In The Post-Pandemic World
What Field Service Organizations Should Expect In The Post-Pandemic World In this new article for Field Service News, Marc Tatarsky, SVP of...
How to Get the Pulse of the Customer Before the NPS Score
Kris Oldland talks to Aquant’s Sidney Lara to find out more about this critical area of modern service excellence.
