Tag: CSAT

Feature, Service Strategy, Think Tank Sessions

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 important than ever to ensure that the business can adapt to change, whether this is done through organisational structure, technology or transparency – or indeed a mix of all three. As we...

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Feature, Service Strategy, Think Tank Sessions

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 that arise, customer success gives your business a better chance at retaining customers and driving revenue. To do this, it’s vital first to understand what customer success actually looks...

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Feature, Service Strategy, Think Tank Sessions

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 our customers with us on this journey to a more advanced approach to service? Do we even want all of our customers in this model or only a select few?   “Firstly, …...

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Feature, Service Strategy, Think Tank Sessions

Think Tank Sessions: Alignment with the Client to achieve Customer Success

Think Tank Sessions: Alignment with the Client to Acheive Customer Success The most crucial aspect of establishing an effective route to customer success-based models is identifying the multiple pain points of different personas within your clients’ organisation. Often, these pain points may conflict with each other, and...

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Feature, Service Strategy, Think Tank Sessions

Think Tank Sessions: Educating the Client to Succeed with Customer Success

Think Tank Sessions: Educating the Client to Succeed with Customer Success Educating the client may seem odd, but it can often be the case that they don’t even realise they have a problem, or there may be areas that you can help improve efficiency. As experts in your field, it’s highly likely that your clients don’t know...

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Feature, Service Strategy, Think Tank Sessions

Think Tank Sessions: Effective Client Interaction for Customer Success

Think Tank Sessions: Effective Client Interaction is Central to Customer Success Taking the lead to help drive clients towards customer success can only be done with effective interaction. Successful client communication is crucial because it establishes and maintains trust between the client and your organisation. It helps limit...

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Feature, Service Strategy, Think Tank Sessions

Think Tank Sessions: Different Drivers for Customer Success

Think Tank Sessions: Different Drivers for Customer Success The approach to dealing with the shift towards customer success models will, of course, vary from organisation to organisation.   To enable field service organisations to move towards customer success, we must first understand the different success drivers for both the...

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Home Page, Highlighted Resource, Premium Resources, Servitization and Advanced Service Design, Think Tank Sessions, Written Content

Think Tank Sessions: Defining Customer Success (2022)

Think Tank Sessions: Defining Customer Success in Field Service Is customer success the ultimate goal of field service companies around the world? Is the progress from customer satisfaction to customer success one of natural evolution if this is the case? First, businesses need to work out how to define company success metrics....

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Feature, FSN Research, Analysis, Service Strategy, Analysis

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 precisely what CSAT metrics are being tracked by field service organizations.   At the same time, the study also explored the digital transformation journey our sector has been on for several years and how...

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Feature, FSN Research, Analysis, Service Strategy, Analysis

Why co-creation is increasingly becoming the secret to successful service delivery design

Innovation through co-creation FSN Research recently undertook a detailed study in partnership with HSO to understand precisely what CSAT metrics are being tracked by field service organizations.   At the same time, the study also explored the digital transformation journey our sector has been on for several years and how this was...

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