Editor’s picks on:
Service Strategy
How does our current mode of operations evolve into into a future mode of operations?
How does our current mode of operations evolve into into a future mode of operations? The #FSN20 is Field Service News’ annual...
Understanding the drivers behind moving to a remote-by-default approach to service
Understanding the drivers behind moving to a remote-by-default approach to service The #FSN20 is Field Service News’ annual celebration...
Why field service companies are increasingly turning to servitization
Discovering servitization in the new normal FSN Research recently undertook a detailed study in partnership with HSO to understand...
The Difference between Customer Satisfaction, Customer Experience and Customer Success
Is customer success the natural evolution of customer satisfaction? Kris Oldland, Editor-in-Chief, Field Service News is joined on the...
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Latest news and articles on:
Service Strategy
Additional news and features on:
Service Strategy
What does the right to repair movement mean for the field service sector?
Chris Hird, Field Service News, discusses what the emerging right to repair movement will mean for the field service sector
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 pandemic accelerated our adoption of remote-first service, but was not the primary driver
The pandemic accelerated our adoption of remote-first service, but was not the primary driver The #FSN20 is Field Service News’ annual...
Defining Servitization
Defining Servitization Before looking at the question of, is servitization dependent on being OEM owned we discussed what does...
Why remote-service as a default must be outlined at the pre-contract stage of a service agreement
Why remote-service as a default must be outlined at the pre-contract stage of a service agreement The #FSN20 is Field Service News’...
Comparative Analysis: Reactive, Proactive, Advanced and the Future of the Field Workforce
Reactive, Proactive, Advanced and the Future of the Field Workforce In the next in our series of comparative analyses across a global study...
Konica Minolta’s Journey to Remote-as-a-Default
Kris Oldland reflects on the journey Konica Minolta have taken to developing remote-as-a-default approach to service using their own tool AIRe Link
Think Tank Sessions: Adapting the Organisation to Move Towards Customer Success
Think Tank Sessions: Adapting the Organisation to Move Towards Customer Success Living in an era of risk and instability, it is more...
Comparative Analysis: The impact of the pandemic on digital transformation
The Impact of the Pandemic on Digital Transformation In the next in our series of comparative analyses across a global study and a...
Think Tank Sessions: Why Customer Success Matters
Think Tank Session: Why Customer Success Matters By pro-actively eliminating potential customer problems and pro-actively fixing those...
Comparative Analysis: General perception of maturity of customer-centric driven technologies amongst field service companies
Comparative Analysis: General perception of maturity of customer-centric driven technologies amongst field service companies In the next in...
Think Tank Sessions: The Journey to Customer Success
Establishing a model where we can work within a customer success framework for our customers is one challenge. However, how do we bring...
