The fundamental principles that must be applied to driving remote service adoption
We discuss the core principles of how Konica Minolta built an effective remote service as a default strategy as they transform their field service operations
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
Think Tank Sessions: What is GDPR and how is it affecting businesses in the Field Service Sector?
Think Tank Sessions: What is GDPR and how is it affecting businesses in the Field Service Sector? Add to Your Personal Library (0) Click...
Providing Value for Customers
Providing Value for Customers Creating customer value increases customer satisfaction and the customer experience. In order to achieve this...
What does the introduction of remote-first mean for service operations?
We explore what the introduction of a remote first as a default approach to service and maintenance means for field service operations
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
Why the shift to remote services as default must be a strategic business discussion
As we move into a post-pandemic world, the need for improving the service to cash cycle is more important than ever before…
How Can Technology Be Used as an Enabler
How Can Technology Be Used as an Enabler Many after-sales service businesses still manage their service parts supply chain efforts through...
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.
How adopting an Outside-In perspective can foster a genuine strategy for customer success
Kris Oldland, Marc Tatarsky and Steve Mason discus how Peter Drucker’s famous Outside-In approach is an excellent tool for customer success models.
