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
Ecosystem to Deliver Services
Ecosystem to Deliver Services In todays connected word, people expect to engage and be engaged by organisations in new ways, in ways that...
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
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.
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.
Why we need to take the time to understand the challenges of all customer stakeholders
Kris Oldland, Marc Tatarsky and Steve Mason discuss the importance of establishing a strong understanding of the multiple stakeholders within the customer
How Can We Define Advanced Services
Prof Dr Shaun West, University of Lucerne, joined us on the Field Service News Digital Symposium and provided his perspective on how we can define advanced services today.
Do contracts align with the value proposition?
Prof Dr Shaun West and Kris Oldland discusses discuss why it could be a problem when contracts do not align with the value proposition.
The Fundamentals of Service Haven’t Changed over Time
Prof Dr Shaun West and Kris Oldland discuss how service organizations had to change and adapt to new ways of delivering service, but its fundamentals of service haven’t changed over time.
Can You Train Entrepreneurialism?
Prof Dr Shaun West and Kris Oldland discuss entrepreneurialism and reflect on the possiblity to train people on how to become successful entrepreneurs.
