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...
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...
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...
Think Tank Sessions: Defining Customer Success (2022)
Think Tank Sessions: Defining Customer Success in Field Service Is customer success the ultimate goal of field service companies around the world? Is the progress from customer satisfaction to customer success one of natural evolution if this is the case? First, businesses need to work out how to define company success metrics....
The Biggest Immediate Change we will see in the Aftermath of Covid-19
The Biggest Immediate Change we will see in the Aftermath of Covid-19 The language around the impact of the Covid-19 crisis has been dramatic. However, it is nothyperbolic, this really has been a once in a generation scenario that has shaken much of whatwe knew to it’s very deepest roots. However, within every crisis comes …...
Think Tank Sessions: Digitalization and Disruption (EMEA Edition)
Think Tank Sessions: Executive Briefing – Digitalization and Disruption (EMEA Edition) (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. Even now, we are still only just beginning to exit the grips of...
Think Tank Sessions: Digitalization and Disruption (APAC Edition)
Think Tank Sessions: Executive Briefing – Digitalization and Disruption (APAC Edition) (2021) 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. Even now, we are still only just beginning to exit the grips of...
Digitalization & Disruption
Digitalization & Disruption Our industry was on a path towards digital transformation long before the pandemic hit.However, it is undeniable that such projects have been accelerated across the entire industry due to COVID-19 and the following restrictions. In a period of such rapid evolution as companies across all sectors embrace...
Adapting to Changing Regulations
Adapting to Changing Regulations All countries across the world have introduced some form of restricted movement and localized lockdowns at some point across the pandemic. However, nowhere has seen such stringent lockdown measures put in place as Australia, particularly Melbourne on the Eastern coast, which has endured the most prolonged...
Is There an Emerging Need for Multiple Tiers Within Our Service Offerings?
Is There an Emerging Need for Multiple Tiers Within Our Service Offerings? There appears to be something of an emerging dichotomy in these embryonic conversations around the new normal of service delivery. On the one hand, we talk of remote assistance and the embracing of self-help and zero-touch service. Yet on the other, we are...
