Tag: Think Tank Sessions

Premium Resources, Think Tank Sessions

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. Is this because of cultural differences or is it something more fundamental. Sam Klaidman, Founder and Principal Advisor, Middlesex Consulting started the thought process by highlighting the...

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Home Page, Analysis, Service Strategy, Service Strategy, Editor's Pick, Think Tank Session, Editor's Pick, Think Tank Sessions

Defining Servitization

Defining Servitization Before looking at the question of, is servitization dependent on being OEM owned we discussed what does servitization really mean. By definition it is applying a service to a product in order to create additional value or a new offering to customers. In reality the way servitization is applied can vary...

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Feature, Service Strategy, Think Tank Sessions

Think Tank Sessions: Adapting the Organisation to Move Towards Customer Success

Think Tank Sessions: Adapting the Organisation to Move Towards Customer Success Living in an era of risk and instability, it is more important than ever to ensure that the business can adapt to change, whether this is done through organisational structure, technology or transparency – or indeed a mix of all three. As we...

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Feature, Service Strategy, Think Tank Sessions

Think Tank Sessions: Why Customer Success Matters

Think Tank Session: Why Customer Success Matters By pro-actively eliminating potential customer problems and pro-actively fixing those that arise, customer success gives your business a better chance at retaining customers and driving revenue. To do this, it’s vital first to understand what customer success actually looks...

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Feature, Service Strategy, Think Tank Sessions

Think Tank Sessions: The Journey to Customer Success

Establishing a model where we can work within a customer success framework for our customers is one challenge.   However, how do we bring our customers with us on this journey to a more advanced approach to service? Do we even want all of our customers in this model or only a select few?   “Firstly, …...

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Feature, Service Strategy, Think Tank Sessions

Think Tank Sessions: Alignment with the Client to achieve Customer Success

Think Tank Sessions: Alignment with the Client to Acheive Customer Success The most crucial aspect of establishing an effective route to customer success-based models is identifying the multiple pain points of different personas within your clients’ organisation. Often, these pain points may conflict with each other, and...

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Digital Symposium, Digital Transformation, Premium Resources, Resources, FSN Free, Servitization and Advanced Service Design, Think Tank Sessions, Written Content

Think Tank Sessions: Digitalization and Disruption (Debrief)

Think Tank Sessions: Digitalization and Disruption (Debrief Session) (2022) The world changed in 2020 beyond all recognition. The pandemic brought with it the most significant global disruption we have seen since the second world war.  Yet, in many ways, the field service sector was fortunate. The tools that we needed to find a way...

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Feature, Service Strategy, Think Tank Sessions

Think Tank Sessions: Educating the Client to Succeed with Customer Success

Think Tank Sessions: Educating the Client to Succeed with Customer Success Educating the client may seem odd, but it can often be the case that they don’t even realise they have a problem, or there may be areas that you can help improve efficiency. As experts in your field, it’s highly likely that your clients don’t know...

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Feature, Service Strategy, Think Tank Sessions

Think Tank Sessions: Effective Client Interaction for Customer Success

Think Tank Sessions: Effective Client Interaction is Central to Customer Success Taking the lead to help drive clients towards customer success can only be done with effective interaction. Successful client communication is crucial because it establishes and maintains trust between the client and your organisation. It helps limit...

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Feature, Service Strategy, Think Tank Sessions

Think Tank Sessions: Different Drivers for Customer Success

Think Tank Sessions: Different Drivers for Customer Success The approach to dealing with the shift towards customer success models will, of course, vary from organisation to organisation.   To enable field service organisations to move towards customer success, we must first understand the different success drivers for both the...

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