Learn How to Have the Right Conversations with Your Customers

Learn How to Have the Right Conversations with Your Customers

The holiday season is a time when many of us spend too much time online shopping or in stores trying to find that perfect gift. When time and patience are at a premium, getting information to help make a decision is paramount. But too often we don’t get the data when we want or how we need to hear it. This divide often occurs in field service. Too often when a technician or service employee gets in front of a customer or piece of equipment they don’t have the right information to add value to the interaction. If they are lucky they will have the skill, part, or insight to resolve just issue on the work order. But that may be all. Wouldn’t it be great if they had insight to do more than just meet the minimum level of service? If you agree, please take part in an upcoming webinar where I will be joined by Chris La Fratta, VP Service for Elekta as we discuss: The importance of driving revenue opportunities through service How the entire team (i.e., Marketing, Sales) needs to deliver service value How IoT is helping create new & better customer conversations …and more Join us at 1pm eastern Wednesday December 9th to learn how you can have smarter conversations with your customers to drive value and differentiation in the coming year during this short webinar. Aly Pinder Jr Senior Research Analyst Service Management aly.pinder@aberdeen.com or...
Does Your Company Like Profits? Look to Service.

Does Your Company Like Profits? Look to Service.

Service plays a new role within many organizations. No longer is service expected to solely help companies lower costs. Eight out of ten top performers (81%) met their service revenue goals in the past 12 months in my recent report on Service Revenue: Unearth an Untapped Stream of Dollars (May 2015). Did your organization meet your service goals? Does your organization have a separate P&L for service? If your organization didn’t meet its goals or doesn’t look at service as being a profit engine, your organization must begin to re-evaluate some of the tenets it is running under. Top performing firms have been able to innovate their service operation and find new ways to add enough value which customers are willing to pay for. To learn more about the findings from my recent research project, download HERE. Aly Pinder Jr Senior Research Analyst Service Management aly.pinder@aberdeen.com or...
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