Service Strategy

News, Service Leadership, Service Operations, Service Strategy

UK SMEs Forge Ahead with Cautious Optimism as Post-Pandemic Business Confidence Grows

Despite lingering anxieties about the pandemic and a variety of economic and commercial issues, the majority of SMEs believe it is now...

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Digital Transformation, Feature, Service Strategy

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...

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Service Strategy

Digitalization & Disruption

Digitalization & Disruption Our industry was on a path towards digital transformation long before the pandemic hit.However, it is...

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Digital Transformation, Feature, Service Strategy

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...

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Feature, Service Strategy

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.

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Feature, Service Strategy

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.

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Feature, Service Strategy

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.

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Feature, Service Strategy

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.

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Feature, Service Strategy

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...

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Feature, Service Operations, Service Strategy

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...

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