Overview

Managing your Quality and Engineering Changes

February 2021, breaking news, your engineering team issues a mandatory engineering change to all product models ABC built between 2011 ...
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/ #brandimage, #costreduction, #digitalenhancements, #engineeringchange, #firmware, #installedbase, #lifecyclemanagement, #recall, #retrofit, #softwareupgrade, English, Service

Field Service Circle Recap: Accelerating Your Digital Transformation

Digital service transformation does not start and end with implementing innovative technologies. It starts with a vision. Service Leaders rethink ...
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/ #assetdata, #digitaltransformation, #heroonsite, #hybridworkforce, #proactive, #reactive, #serviceportfolio, #servicetransformation, #technicianskills, #voiceofthecustomer, English, Service

Sales and Service working in Collaboration

“Which function in your organisation has the most touch points and the highest customer trust?”. Here I go again, preaching ...
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/ #chiefrevenueofficer, #contractrenewal, #contributingcenter, #conversion, #heroonsite, #leads, #servicesales, #touchpoints, English, Sales, Service
Brand Value

How to Maintain and Protect Your Brand as an OEM

You make great products. You have a strong brand. But how do you maintain those products and protect your brand ...
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/ #brandimage, #compliance, #customerexperience, #customerexpexctation, #hybridworkforce, #installedbase, #lifecyclemanagement, #proactive, #quality, #riskmitigation, #voiceofthecustomer, English, Service

Back to the Future with Design-for-Service

“Yes, it’s really happening!”. That was my feeling when a customer of ServiceMax contacted me to enlighten them on the ...
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/ #attachrate, #billofmaterial, #costreduction, #customerreplaceableunit, #depotrepair, #designforservice, #fieldreplaceableunit, #lifecyclemanagement, #riskmitigation, #servicetransformation, #sparepartslist, English, Service

Identifying new revenue streams in Service

It is no big secret that service revenue streams are profitable. Thus, it is to be expected that many CFO’s ...
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/ #chiefrevenueofficer, #conditionbasedmaintenance, #contractrenewal, #leads, #margincontribution, #preventivemaintenance, #proactive, #revenue, #servicelevelagreement, #serviceportfolio, #voiceofthecustomer, English, Sales

Finding Revenue Leakage in your Service Business – part 2

Do you know what your maximum service revenue potential could be based on the product units your organisation sells? Is ...
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/ #attachrate, #customerexpectation, #entitlement, #installedbase, #leads, #leakage, #revenue, #servicecontract, #serviceportfolio, #touchpoint, #warranty, English, Sales, Service

Finding Revenue Leakage in your Service Business – part 1

Have you ever had to Credit or Discount an invoice? If the answer is ‘yes’ then you have leakage, if ...
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/ #attachrate, #compliance, #costreduction, #customerexpectation, #entitlement, #installedbase, #leakage, #revenue, #servicecontract, #serviceportfolio, #timeandmaterial, #touchpoint, #warranty, English, Sales, Service

The role of service in the Experience Economy

In the Experience Economy, customer service means more than fixing what's broken. Coen Jeukens of ServiceMax explores what this means ...
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/ #customexperience, #proactive, #reactive, #technicianskill, #voiceofthecustomer, English, Sales, Service

Post-Crisis Handbook – Managing the Backlog

We’ve been talking about disruption for quite a while, but many could not fathom out its consequences or that it ...
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/ #backlogmanagement, #capacitymanagement, #compliance, #contractrenewal, #costreduction, #covid, #hybridworkforce, #riskmitigation, #servicelevelagreement, English, Service