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
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
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
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
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,
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
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
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
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
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
