News and Views on Product Innovation, Manufacturing, Supply Chain Management, and Field Service Operations
Human interaction is critical for customer experience management.read more
Does your organization have a fleet of vans or trucks? Are these vehicles connected? Is it a challenge to track idling, fuel usage, and driving behavior?
We have tracked service and manufacturing organizations as they have moved from primarily being managed as a cost center to a profit center.
Top performing organizations found three key ways to ensure that technicians were valued, engaged, and driven to help deliver exceptional service for customers.
Customer Experience Management mimics the behavior of today’s business and individual buyers; it’s constantly evolving.
What is your definition of support? Make a customer happy, get the customer off the phone as quickly as possible, or is it to identify new cross- and up-sell opportunities from each interaction?
We provide you with a “do not do list” in order to help you put a stop to things that may be holding your organization back in regard to service.