I had to summon the force on this one. It had to be done.
I love the concept of customer success. I've argued in recent blogs that it is going to be a necessary concept for organizations to embrace in the coming era of service and support. A recent interview conducted with Egnyte shows the incredible value of a well run success program.
At a recent HubSpot conference in Boston, I sat in on a session on Calm Technology led by Amber Case (@caseorganic, or web). Fascinating stuff really and the best talk at the conference in my opinion.
ClickSoftware held its annual user event in Miami a few weeks ago. Given that ClickSoftwareis one of the biggest providers in the field service space (over 700k resources optimized), it was vital that we were present to track updates and announcements. This was also the first ClickConnect user event held as a private company (Our commentary) and under the helm of new CEO, Tom Heiser.
In late October, I was extremely pleased to visit and serve as the chairman for Aftermarket 2015 in Noordwijk, the Netherlands. This is an annual conference for service leaders put together by the Copperberg group and my comrade Thomas Igou. The audience is primarily made up of senior-level service leaders of European organizations or the European units of global organizations.
Every day there seems to be a new article describing advances made in 3D printing. I just read one on how 3D printers were being used for whiskey glasses on the International Space Station. There is no doubt in my mind that 3D printing will disrupt and revolutionize supply chains. Some of that disruption is already occurring and early adopters are making some progress. Yet, most organizations are in a wait and see mode.
What makes a perfect field service visit? If you’re in the business of field service, you’ve probably given that question a lot of thought. At The Service Council, we asked 180 organizations for their view of the perfect field service visit, and discovered that when it comes to serving customers onsite, perfection is less subjective than it might seem.