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Connected Customer Experience

How Field Service Operations Will Manage the Pandemic

Author Tim Nissen on Jun-17-2020

During the second half of 2020, your company's field services operations will build its road forward. Initiatives previously tabled for further discussion later are now immediate concerns. Automating knowledge management, service delivery and parts availability for web-based availability, is now top-of-mind. Considering customer access and contact is becoming increasingly difficult, pandemic-fueled necessity is driving attention to cloud-based information access and workflow.

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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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