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.
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
Ecosystem to Deliver Services
Ecosystem to Deliver Services In todays connected word, people expect to engage and be engaged by organisations in new ways, in ways that...
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
Does Servitization Vary from Country to Country Depending on Cultural Differences
Does Servitization Vary from Country to Country Depending on Cultural Differences Service and servitization varies from country to country....
What does the right to repair movement mean for the field service sector?
Chris Hird, Field Service News, discusses what the emerging right to repair movement will mean for the field service sector
