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Will You Let the Sea of Technological Innovation Drown Out Your Personal Touch?

May 13, 2019 • FeaturesmanagementBBA ConsultingJim Baston

Our industry has seen a sea of change in recent years driven by technology. Wave upon wave of innovation has changed the very way in which we approach service delivery. In these fast changing times, maintaining a personal touch should be the rock...

Seven Questions to Evaluate your Proactive Service Effectiveness

Mar 28, 2019 • FeaturesManagementBBA ConsultingJim Bastonselling serviceService SalesStrategy

Jim Baston outlines some key considerations for companies looking to improve the service of their sales by fostering a proactive approach to selling service amongst their field service engineers.

AR and AI could plug sector's workforce disparity, survey finds.

Mar 01, 2019 • FeaturesArtificial intelligenceAugmented RealitycopperbergWorkforceJim BastonSurveyVideo collaboration

Copperberg's annual field service survey report suggests visual technologies such as Virtual Reality (VR) and Augmented Reality (AR) could bridge the gap between experienced engineers and new sector entrants.

The Value Ad of Business Development by Field Service...

Jan 29, 2019 • Featuresmanagementbeyond great serviceJim Bastonselling service

Jim Baston, outlines why companies with strong field service delivery have a huge opportunity to add both value to their customers whilst improving their bottom line by tapping into easy accessible revenue streams...

Reflections On Beyond Great Service

Dec 11, 2018 • FeaturesManagementmobile workforce managementfield servicefield service managementfield service techniciansJim BastonService ManagementService RevenueSelling Service Beyond Great Service

I was asked recently if my thinking has evolved since writing Beyond GREAT SERVICE, The Technician’s Role in Proactive Business Growth. The book is based on the premise that field service professionals add tremendous value when they use their...

Beyond Great Service: The Results

Sep 14, 2018 • FeaturesManagementmobile workforce managementbeyond great servicefield servicefield service managementJim Bastonselling serviceService LeadershipService ManagementService Revenue

In the final feature from our exclusive serialisation of Jim Baston’s excellent industry focused book Beyond Great Service we see the benefits that have resulted in Charlie’s efforts to establish a new sales-focused mentality amongst his service...

Beyond Great Service: Unveiling Intelligent Service

Jul 13, 2018 • FeaturesManagementbeyond great servicefield serviceFIeld TechniciansJim Bastonselling serviceService ManagementService Revenue

In the penultimate feature from our exclusive serialisation of Jim Baston’s excellent industry focused book Beyond Great Service, we begin to see how our protagonist Charlie and his teams journey towards better understanding the balance of...

Beyond Great Service: Seeking Feedback (Part 2)

May 23, 2018 • FeaturesManagementbeyond great servicefield service managementJim Bastonselling serviceService as a Profit Centre

As we begin to enter the final articles in our serialisation of Jim Baston’s excellent industry focused book Beyond Great Service we conclude the section on seeking feedback - an area that has become increasingly important today as field service...

Does Sales Have to be a Dirty Word in Service?

Apr 26, 2018 • FeaturesManagementbeyond great serviceJim Bastonselling serviceService and SalesTrusted Advisor

Jim Baston, the author of Beyond Great Service, tackles one of the most prominent questions amongst field service organizations - can service technicians sell without jeopardizing their trusted advisor status?

Beyond Great Service: The Solution (Part 3)

Feb 14, 2018 • FeaturesManagementBBA Consultingbeyond great serviceJim BastonSales and ServiceService Sales

As Jim Baston continues the serialisation of his excellent service orientated book Beyond Great Service our protagonist Charlie begins outlining the solution to the sales and service equation to his team of service engineers...

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