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      service management

      2 min read

      OEM Service Lifecycle Management Automation Impacting Net Promoter Score

      Net promoter score (NPS) is one of the most widely used methods to identify customer satisfaction and loyalty. It's a comprehensive measure – covering both the number of promoters and detractors for the service that companies provide.


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      4 min read

      Webinar Recap: Digital Technologies and Field Service

      When it comes to field service, companies are judged on the service they provide. The top two factors used to measure great service are the speed of service (is this going to take days, hours, minutes?) and first-time fix rate (is this going to be fixed right the first time?).

      In order for field service technicians to achieve this, they need all the help they can get, whether in the form of knowledge or external resources. Knowledge might include manuals, how-to guides, audit trails, and truck stock inventory, while external resources might include support calls to outside experts.


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      4 min read

      The Impact Of Impending Labor Shortages On Field Service

      One of the most pressing concerns among field service executives is the impending shortage of skilled workers. These concerns are well-founded. The U.S. labor market is expected to face a shortage of approximately 8.2 million workers by 2027, reports Thomas Lee, head of research at Fundstrat Global Advisors.


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      4 min read

      Value and Price: Understanding the Forces that Influence Service Revenue

      I am often asked by clients to help them implement strategies to grow their service revenue.

      Often these engagements occur because a client perceives that they are not getting their fair share of revenue and it’s impacting the profitability of their company.


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      3 min read

      Sell More Service By Providing More Value

      Over the last month I’ve spoken to over two dozen Field Service Executives about challenges they are facing when it comes to generating additional service revenue for their companies.   I observed several common themes.  First, every executive I interviewed indicated that they would like to sell more service contracts.  However, they were experiencing resistance from customers as evidenced by low contract attachment rates.   Second, these executives were concerned about whether or not their prices were too high or if their customers really needed service contracts.  After all, this was the feedback they were receiving from their sales teams and even first hand from the customers that had spoken to directly.


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      3 min read

      6 Things You Need to Know When Purchasing Service Lifecycle Management Software

      I’ve spoken with numerous service executives over the course of my career  about their experiences when purchasing enterprise software for service management (also known as Service Lifecycle Management (SLM) software).  I’ve distilled the knowledge I’ve gained into 6 tips to help you when you are in the market for enterprise service software.


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