Tag: Steve Mason

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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Digital Transformation, Feature, Home Page, Analysis, Service Strategy

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.

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Digital Transformation, Feature, Service Strategy

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

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Digital Transformation, Feature

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

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Digital Transformation, Feature, Service Strategy, Service Strategy, Analysis

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

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Digital Symposium, Premium Resources

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.

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Digital Symposium, Premium Resources, Video Content

Research Debrief: Benchmarking the New Normal – Part One (2021)

Part One of a detailed video debrief on the Field Service News Research study Customer-Centricity, Technology and the New Normal of the Field Service Sector

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Feature, FSM Technology

One step ahead

One Step Ahead… Steve Mason from FieldAware outlines the importance of technology evolution in your service offering.   As a company’s overall field service maturity evolves, one way to move …...

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