Think Tank Sessions, Trending

Feature, Think Tank Sessions, Trending

What is The Motivation of Customers

What is the Motivation of Customers By proactively eliminating potential customer problems and proactively fixing those that arise, customer success gives your business a better chance at retaining customers and driving revenue. To do this, it’s vital first to understand what customer success actually looks like. Rajat Kakar,...

Read More

Service Strategy, Analysis, Think Tank Sessions, Trending

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...

Read More

Think Tank Sessions, Trending

Are We Innovating Enough to Keep Pace with the Requirements of the New Normal?

Are We Innovating Enough to Keep Pace with the Requirements of the New Normal? Everyone is in accord that whatever the ‘new normal’ we will find ourselves in as we move out of the lockdown, will be a very different world to what came before. With a massive challenge ahead of us to get the …...

Read More

Think Tank Sessions, Trending

Has the Covid Crisis Accelerated the Case for Servitization?

Has the Covid Crisis Accelerated the Case for Servitization? In times of economic turndown, we have consistently seen service revenues become the backbone of recovering economies. Indeed, many point to the global financial collapse of 2008 as a significant driver for the mass adoption of the Software as a Service model. So it would hold,...

Read More

Think Tank Sessions, Trending

Redefining the Value of Service in a Post Pandemic World

Redefining the Value of Service in a Post Pandemic World In a world suddenly far more accepting of remote services, as we pivoted to a remote-first default out of necessity, do we run the risk of losing sight of where the value of service delivery now lies? Is it enough to push the conversation to …...

Read More

Think Tank Sessions, Trending

Covid-19 and the Conversations with Our Customers…

Covid-19 and the Conversations with Our Customers… The Covid-19 crisis has impacted the field service sector significantly. In a world of lockdown, accessing customer sites to provide essential maintenance has been challenging in most cases, and impossible in others. However, as we look towards the next normal,...

Read More

Think Tank Sessions, Trending

Where Does the Value of Service Delivery Now Lie for the Customer?

Where Does the Value of Service Delivery Now Lie for the Customer? The response to the significant challenges we have faced as a sector has perhaps understandably been more weighted on internal questions about ongoing operations than external questions about how our customers perceive value in the services we offer – both during...

Read More

Think Tank Sessions, Trending

What Does the Role of the Engineer Look Like in a World of Remote Support?

What Does the Role of the Engineer Look Like in a World of Remote Support? One of the key outcomes of the world going into a global lockdown is that the field service sector has now truly embraced the concept of remote services with remote first becoming a default option for many service organisations. However, this shift...

Read More

Think Tank Sessions, Trending

How Long Will the Recovery Take?

How Long Will the Recovery Take? With the lockdowns now over in many parts of the world and the light at the end of the tunnel emerging in many others, we may be forgiven for taking at least a small sigh of relief. The worst of the pandemic is over, but for many, that means the hard …...

Read More

Think Tank Sessions, Trending

The Internal Structure of Servitization

The Internal Structure of Servitization In the previous article, we reflected on the idea of giving a tiger team the space to innovate when it comes to servitization, but within that same conversation the group discussed how placing a central emphasis on servitization can be a key to success… As many organisations have discovered...

Read More
Close