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 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
Do Social Bubbles Show the Way for Service Bubbles Post Covid-19?
Do Social Bubbles Show the Way for Service Bubbles Post Covid-19? As our industry is desperately seeking avenues to return to normality,...
Managing Service Profitability in the Age of Digital Transformation
All aspects of field service are changing, including revenue models. We know that the service department is probably the single largest...
Latest Update To IFS Cloud Adds New Functionality And Simplifies Composable Application Deployment
IFS, the global cloud enterprise applications company, today announced the latest update to IFS Cloudâ„¢, which is now generally...
Measure What Matters
Measure What Matters Aquant, has recently published the 2022 Service Intelligence Benchmark Report, now available at Field Service News,...
Is Your Org in Tune With Customer Expectations? Probably Not—and We’ll Explain Why
Is Your Org in Tune With Customer Expectations? Probably Not—and We’ll Explain Why In this article, we discuss the findings of...
