ARCHIVE FOR THE ‘customer-focus’ CATEGORY

Maximum Impact

Jul 09, 2019 • FeaturesManagementservicemaxSoftware and AppsCustomer Focus

Maximize Bologna, the first of Servicemax’s series of customer events, included client case studies, company announcements and (very good) coffee. It also heralded a hit re-set for the company following a period of acquisitions and changes in...

How to Monetise Services and Data

Apr 14, 2019 • FeaturesManagementDataJan Van VeenMonetizing ServicemoreMomentumProducts as a ServiceCustomer Focus

Jan Van Veen,  founder of MoreMomentum continues his latest exclusive Field Service News series on how companies can monetise their services and data by exploring how companies can remove the obstacles that are stopping them build momentum with...

Sharpen Your Tools

Apr 09, 2019 • FeaturesManagementAugmented RealityCustomer ExperiencepanelDigital TransformationdigitizationScopeARservicemaxSoftwareCustomer FocusData Management

A panel debate on the best digital tools for achieving top-end service, strayed from shortlisting technologies and focused more on the end-user impact. Field Service News’ Deputy Editor Mark Glover attended the session – part of Field Service...

Talking 'Trusted Advisor'

Apr 04, 2019 • FeaturescommunicationsmanagementNick Frankservice excellenceSi2PartnersCustomer Focus

Si2 Partners’ Nick Frank outlines why we can’t just expect our field service engineers to naturally achieve the status of trusted advisors without guidance, training and empowerment. 

How Service Leaders are Adapting to the Changing World of Field Service

Apr 01, 2019 • FeaturesAsteaKPIsmanagementCHange ManagementCustomer Focus

The field service sector is heading into the final stages of a transition from an operationally focussed, cost-based discipline to a service-centric, revenue generating one and it is a change we must embrace writes John Hunt from Astea.

Customers Play a Role In their Own Satisfaction: Partnerships in Quality Field Service and Support.

Mar 19, 2019 • FeaturesAly PinderConnected CustomerCustomer ExpectationsIDCCustomer Focus

According to research from IDC 30% of manufacturers will soon provide personalized dashboards for customers by 2023 which could lead to a new era of customer satisfaction: customer collaboration. Aly Pinder explores the potential of this...

Will AI Remove The Human Touch?

Mar 13, 2019 • FeaturesArtificial intelligenceFuture of FIeld ServiceGig EconomyKPIsclick softwareEmployee SatisfactionCustomer Focus

Click Software’s Hilla Karni sat down with Field Service News’ Deputy Editor Mark Glover at Field Service Europe 2018 in Amsterdam, sharing thoughts on Augmented Reality, the gig economy and the importance of employee wellbeing.

Time To Stop Kicking Tyres

Mar 05, 2019 • FeaturesmanagementBill PollockStrategy for GrowthSurveyCustomer FocusService Management Solutions

If you’re a field service organisation you now need to move beyond merely “kicking the tyres” and start making your final FSM solution selection writes Bill Pollock.

A revolution in customer focus with Thomas Radau from Titan

Dec 12, 2018 • FeaturesManagementAftermarketcopperbergCustomer ExperienceCustomaer SatisfactionCustomer FocusEngineering ServicesMark McCordThomas RadauTitan

This year's Aftermarket Business Platform was once again a hive of information as senior leaders from across the European continent and beyond came together to share their insight, learn from their peers and see first hand the technology that is...

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