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Connected Customer Experience

Webinar Recap: Manufacturers Creating Enhanced Customer Experiences by Reimagining Service Lifecycle Management

Author Tim Nissen on Jul-1-2020

This month's webinar, hosted by Mize, Inc., highlighted the top priorities for manufacturers and services organizations driving investments around service innovation. Improving the customer experience, growing revenue, and innovation through knowledge management figured prominently.

Our presenters, including Aly Pinder, Program Director for Service Innovation & Connected Products at IDC, Stuart Ransom, Chief Revenue Officer of Mize and Michael Blumberg, Chief Marketing Officer of Mize, led the discussion of how end-to-end service excellence enables the framework to meet the challenges faced today and in the future.

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How to Build a Forever Transaction with Every Customer

Author Tim Nissen on Jun-10-2020

It’s every manufacturer’s challenge: how to build a forever transaction with every customer you’ll ever have.

Initial product sales are your primary focus, and rightly so – they provide immediate net new revenue, cash flow and market share growth. Though when you turn a single-event sale into a subscription model, the revenue scope shifts to an ongoing relationship, facilitating a forever transaction, and often a customer for life.

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Why Servitization Practices are Moving from a Product Focus to a Service-First Model

Author Tim Nissen on Jun-3-2020

Seemingly every company touts a customer-first focus. Though for manufacturers, an accurate admission is that their concentration is squarely on their products. It’s a common trap: manufacturers have people and processed that primarily think from the product vantage, with systems and technology infrastructure that keeps this mindset prominent.

Is this a profitable way forward?

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Ashok Kartham on Connected Customers Being the Missing Link to Fully Connected Field Service

Author Michael R Blumberg on Jun-1-2020

Mize CEO Ashok Kartham Featured Guest of Field Service News Podcast

Kris Oldland, Editor in Chief of Field Service News recently featured Mize CEO Ashok Kartham on the publication’s podcast, to gain insight into his company’s rapid advances in warranty and service lifecycle management SaaS system for durable goods manufacturers.

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Transparency Is A Virtue In Business

Author Michael R Blumberg on Nov-15-2019

This blog post was written by Sam Klaidman, Founder and Principal Adviser at Middlesex Consulting. He helps clients grow Service Revenue and Customer Satisfaction by defining service contracts and other services that meet customer’s needs and create value for them and their customers.

When we talk about customer satisfaction, we eventually arrive at talking about how experiences compare to expectations.  The more the two are aligned, the more satisfied and trusting your customers feel. 

On the other hand, we like to work with companies who “empower” their employees to take care of the customer.  Sometimes this works and sometimes it turns out really badly for either the customer or the business. 

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4 Reasons Why Companies Fail at Spare Parts Management (and a Solution to Overcome Them)

Author Michael R Blumberg on Oct-30-2019

I recently attended the Service World Expo Trade Show in Las Vegas, NV.  During the event, I spoke to several service providers about issues they are having with spare parts management.  For many companies, this function is one of the most challenging parts (no pun intended) of their business.  The typical problems they experience include:

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