Tag: Customer Success

Digital Symposium, Premium Resources, Servitization and Advanced Service Design

Interview: From Product to Service – ft. Prof Dr Shaun West

Prof Dr Shaun West joins Kris Oldland to discuss a wide range of topics related to servitization and advanced services.

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Feature, FSM Technology, Home Page, Analysis, Service Strategy

We need to understand the challenges of multiple stakeholders within a customer organisation

Jim Darragh, CEO, Totalmobile discusses how service providers must be able to engage with and understand perspectives of multiple stakeholders in our customers

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Feature, FSM Technology, Service Strategy

The importance of understanding the nuanced challenges of industry verticals

Jim Darragh, CEO, Totalmobile explains how as part of their approach to customer success they have embraced vertically differentiated product leadership.

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Feature, FSM Technology, Home Page, Analysis

Working smarter rather than harder with field service resources

Jim Darragh, CEO, Totalmobile outlines how field service companies must leverage technology to be able to utilise their existing workforce more effectively

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Feature, FSM Technology, Home Page, Analysis

How we went from Software as a Service to Everything as a Service and why

Jim Darragh, CEO, Totalmobile discusses how we have moved relatively rapidly to Everything as a Service following in the slipstream of the SaaS movement

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Feature, Home Page, Analysis, Service Strategy

The parallels of customer success within the software sector and servitization within manufacturing

Jim Darragh, CEO, TotalMobile discusses the importance of vertical knowledge within a servitized or customer success focused field service strategy

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Digital Symposium, Premium Resources, Servitization and Advanced Service Design

Interview: Customer Success Through Vertically Differentiated Product Leadership, ft. Jim Darragh, Totalmobile

Jim Darragh, CEO, TotalMobile, joins Kris Oldland to discuss the parallels between customer success within the software sector and servitization in field service

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Feature, Home Page, Analysis, Service Strategy, Service Strategy, Editor's Pick

The spectrum of advanced service from customer success to outcome based services

Kris Oldland, Marc Tatarsky and Steve Mason discuss why customer success should be viewed as part of a spectrum of advanced services

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Digital Transformation, Feature, Service Strategy

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

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Digital Transformation, Feature, Service Strategy

Why alignment with the client is the most critical aspect of the customer success approach

In this excerpt from the full-length, hour-long discussion the group discuss the importance of ensuring you have a firm alignment with the customer and a detailed understanding of the various goals within their organisation at the heart of the customer success model.

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