How Reliant on the Implementation of Technology is a Shift to Customer Success?
In this new feature from a recent white paper we published in partnership with FieldAware, we discuss the proper technological infrastructure to ensure that the service operation can operate at maximum efficiency.
Does a Focus on Customer Success Require a Shift in Management Structure?
In the second feature from a recent white paper we published in partnership with FieldAware, we analyse the need of a shift in management structure for service organisations with a customer success focused model.
How Do We Define the Difference Between a Focus on Driving Customer Satisfaction and Driving Customer Success?
In the first feature from a recent white paper we published in partnership with FieldAware, we look closely at the difference between driving customer satisfaction and driving customer success for field service organizations.
5 Enemies of Growth – What is Hitting Field Service Firms Hard?
5 Enemies of Growth: What is Hitting Field Service Firms Hard? In this third feature of a series of excerpts from a recent white paper...
Is the move toward servitization gaining greater traction?
Is the move toward servitization gaining greater traction? FSN Research recently undertook a detailed study in partnership with HSO to...
How much did the pandemic impact customer-centricity and digital transformation?
How much did the pandemic impact customer-centricity and digital transformation? FSN Research recently undertook a detailed study in...
The Journey to Achieving Your Desired Outcomes
In this new article for Field Service News, Sam Klaidman, Founder and Principal Adviser at Middlesex Consulting, discusses the service...
How to Get the Pulse of the Customer Before the NPS Score
Kris Oldland talks to Aquant’s Sidney Lara to find out more about this critical area of modern service excellence.
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,...
4 Foolproof Steps to Kick Off a Tech Deployment
In this new article by Aquant, we look at a step-by-step approach that all service leaders should consider to ensure a smooth tech deployment.
