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
The Big Discussion: What Challenges, Opportunities and Trends Should We Expect in 2019? Part 3
The Big Discussion: What Challenges, Opportunities and Trends Should We Expect in 2019? Part 3 In the third of our four-part series, our...
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.
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
Why customer success as a strategy is more akin to servitization than CSAT
Kris Oldland, Marc Tatarsky and Steve Mason discuss how customer success sits on a spectrum that also includes outcome-based services and servitization
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
The Big Discussion: What Challenges, Opportunities and Trends Should We Expect in 2019? Part 2
The Big Discussion: What Challenges, Opportunities and Trends Should We Expect in 2019? Part 2 In the second of our four-part series, our...
Think Tank Sessions Debrief: Defining Customer Success in the Field Service Sector
Kris Oldland, Marc Tatarsky and Steve Mason reflect on the key themes from a series of Field Service News Think Tank sessions on customer success.
The Big Discussion: What Challenges, Opportunities and Trends Should We Expect in 2019? Part 1
The Big Discussion: What Challenges, Opportunities and Trends Should We Expect in 2019? Part 1 In the first of a four-part series, we...
Research Debrief: Benchmarking the New Normal – Part One (2021)
Part One of a detailed video debrief on the Field Service News Research study Customer-Centricity, Technology and the New Normal of the Field Service Sector
