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
Think Tank Sessions Debrief: Defining Customer Success in the Field Service Sector
Kris Oldland, Marc Tatarsky and Steve Mason reflect on the key themes from a series of Field Service News Think Tank sessions on customer success.
How has Covid-19 Impacted our Relationship with our Engineers
How has Covid-19 Impacted our Relationship with our Engineers
Has the Pandemic Shifted the Value Perception of Field Service?
Has the Pandemic Shifted the Value Perception of Field Service?
Digital Transformation is Accelerating, But How?
Digital Transformation is Accelerating, But How?
Understanding the Value of the Field Service Engineer
In the last feature in this series reflecting on the findings of an exclusive Field Service News Research project run in partnership with...
GPS Insight Acquires FieldAware to Create a Comprehensive Platform
GPS Insight, a leading provider of SaaS-based fleet management software and complementary solutions in the United States and Canada, today...
The Metrics of Customer Success
In this final feature from a recent white paper we published in partnership with FieldAware, we discuss if customer satisfaction metrics are suitable to identify a measure of success in a servitized or customer success-based service model.
