Tag: White Paper

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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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Home Page, Editor's Pick, Home Page, Highlighted Resource, Resources, FSN Free, Service Strategy, Editor's Pick, Servitization and Advanced Service Design, Think Tank Sessions, Think Tank Sessions

Think Tank Sessions: Is Servitization Dependent on Being OEM Owned?

Think Tank Sessions: Is Servitization Dependent on Being OEM Owned? Whilst servitization frequently appears, in the context of whole-life support (and revenue), to be an integrated arm of the manufacturer (eg Mercedes Trucks), the reality is that Mercedes dealers, although badged, are not Mercedes Benz. Servitization in such a scenario...

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Service Strategy, Trending

Comparative Analysis: Seven key takeaways when comparing the UK to the rest of the world

Seven Key Takeaways when comparing the UK to the rest of the world In the final article from our series of comparative analyses across a global study and a follow-up UK study hosted by Field Service News Research in partnership with HSO, we offer seven key conclusions. Having compared the data from these two separate …...

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Feature, FSN Research, Service Strategy

Comparative Analysis: Reactive, Proactive, Advanced and the Future of the Field Workforce

Reactive, Proactive, Advanced and the Future of the Field Workforce In the next in our series of comparative analyses across a global study and a follow-up UK study hosted by Field Service News Research in partnership with HSO, we look at the balance between reactive and proactive service approaches amongst field service...

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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, FSN Research, Home Page, Service Strategy

Comparative Analysis: The impact of the pandemic on digital transformation

The Impact of the Pandemic on Digital Transformation In the next in our series of comparative analyses across a global study and a follow-up UK study hosted by Field Service News Research in partnership with HSO, we look at how the impact of the pandemic has accelerated digital transformation amongst field service companies. While...

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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, FSN Research, Service Strategy

Comparative Analysis: General perception of maturity of customer-centric driven technologies amongst field service companies

Comparative Analysis: General perception of maturity of customer-centric driven technologies amongst field service companies In the next in our series of comparative analyses across a global study and a follow-up UK study hosted by Field Service News Research in partnership with HSO, we look at how field service companies view their...

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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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