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 4
The Big Discussion: What Challenges, Opportunities and Trends Should We Expect in 2019? Part 4 Concluding our series our experts, Bill...
A Prescription for Field Service Leaders
The world that we entered into at the start of 2020 is a very different one to the one we inhabit today. The Covid-19 novel coronavirus...
FieldAware Recognized in the 2016 Gartner Magic Quadrant for Field Service Management
FieldAware, the leader in made-for-mobile, cloud-based field service automation solutions today announced it has been positioned on the...
Selling the Concept of Servitization
Selling the Concept of Servitization Perhaps the biggest hurdle companies face when it comes to innovation is convincing others, especially...
Durabook Launches Next-Generation S15 Model for the Thinnest and Lightest 15.6” Semi-Rugged Laptop Boasting 12th Gen Intel® CPU
Durabook make exciting announcement introducing their latest innovation in their impressive line of rugged devices
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.
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.
