About the Author:

Sam Klaidman

Sam Klaidman is the Founder and Principal Adviser at Middlesex Consulting. He applies the methodologies and techniques associated with the Customer Value Creation and Customer Experience professions to assist his clients to achieve their growth objectives by designing and commercializing new services and the associated business transformations. Sam recently completed a three year stint as executive director and member of the Customer Value Creation International Board of Directors.

Make Decisions Based on Data, Not Opinions

Feb 19, 2021 • Featuresfield serviceCovid-19Leadership and StrategySam Klaidman

In this new article, Sam Klaidman, Founder and Principal Adviser at Middlesex Consulting, discusses how service leaders should make decisions based on data and research, rather than opinions...

Five Global Trends Driving the Future of Field Service

Jan 26, 2021 • Featuresfuture of field servicefield serviceCovid-19Leadership and StrategySam Klaidman

Sam Klaidman, Founder and Principal Adviser at Middlesex Consulting, analyses the five global trends that will drive the future of field service...

Why People Buy A Service Contract

Dec 03, 2020 • FeaturesCovid-19Service Innovation and Design

Sam Klaidman, Principal Advisor with Middlesex Consulting, reflects on the drivers behind why your customers buy the service service contracts you offer, and outlines if and how that has changed since the pandemic...

The Role of B2B Service is Undergoing a Dramatic and Permanent Change

Oct 16, 2020 • Featuresfield serviceb2bCovid-19Leadership and StrategySam Klaidman

Post COVID-19 customers are looking for their equipment service providers to minimize their risks by deploying a touchless, or low touch, field service system.  Fortunately, a change like this can be quickly implemented and if you price and...


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