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January 2019

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Most individuals in today’s enterprises may only use a few pieces of technology; a transactional system (CRM, accounting, work order management), a communication system (typically email and/or a messaging service), Microsoft Office (Word, Excel, PowerPoint), and possibly a special purpose application (AutoCAD, etc.). While I have my “broad stroke paintbrush” in hand; I would bet that most people are using a small percentage of the functionality provided within any of these tools. I must be…

There’s a quote I’ve seen attributed to Donald Miller that says, “In the age of information, ignorance is a choice.” From an individual perspective, I think this is absolutely true. From an organizational perspective, I think the quote holds merit but becomes a bit more complex because the access to information doesn’t rest in the hands of the individual. In a service organization, the ability to manage and disburse knowledge well is directly tied to…

In 2019, as Customer Experience (CX) becomes the key success factor for many Field Service Organizations (FSOs), tackling the talent challenge and deriving utmost value from technology investments becomes critical. PREDICTION #1: FSOs WILL GET CREATIVE TO FILL THE TALENT GAP Talent: How can we find it, hire it, and then keep it onboard? This was of paramount concern to the majority of the field service leaders I talked with in 2018. And they’re not…

In my everyday life, I am regularly inundated with advertisements from various service organizations. Chimney sweeps, roofers, lawn care companies, and various other enterprises are perpetually trying to sell my wife and me on their services. These typically come as a series of mailers, and each time I receive one, I remove it from my mailbox, carefully rip off my address information, and throw it in the recycling bin. I will need all of the…

After a while, even the most innovative product/service lines may begin to lose some of their luster and appeal, ultimately being perceived by the marketplace more as a commodity-like offering, rather than as a unique or differentiated product or service. Classic examples range anywhere from cameras, to computers, to consulting services. What was initially offered to the market as an innovative product or service, without any direct competition,can soon become just another product or service…

Enterprise software solutions are widespread, but not until recently have integrated, multi-function, end-to-end systems been available for global deployments in the Reverse Logistics industry. Many companies involved in Reverse Logistics management including the return of spare parts and/or distressed products have had to deal with a myriad of fragmented, disjointed, and disparate systems to collect, store, and manage key data related to Reverse Lifecycle processes and functions. In short, many firms miss opportunities or incur…

It might surprise you that one of the most interesting statistics my research at Aberdeen uncovered last year wasn’t about the number of AR headsets in use, or how IoT is having a broader impact on predictive service. It was simply the list of top industries researching field service management. The top surging industry — manufacturing — was no surprise, as new service technologies often find their home in manufacturing first. Number two on the…