Author

Bill Pollock

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There’s plenty to “get” about Servitization! So, why have so many field service managers not yet taken steps to adopt Servitization within their own organizations? Break/fix was decades ago; and so was Network Services Management (NSM). Self-support and customer portals? Yesterday’s news, as well. However, Servitization is here – and here to stay – at least for a long while. But, what is there left to “get”? I suppose it makes sense that you will…

The transition from the historical Service Level Agreement (SLA) model to a more broadly defined Servitization model is upending the global field services community. In fact, the movement away from a decades-old SLA service delivery model that typically guaranteed 4- or 8-hour on-site response, quarterly PMs (Preventive Maintenance) and online customer technical support is quickly being replaced by a “new” model that is built on a foundation of outcomes-based performance targets and metrics. For example,…

By focusing your service and support performance on the specific needs and requirements of your customers, you are much more likely to end up with a satisfied customer base. However, in order to build a loyal customer base for yourself and your company, you will need to go well beyond merely keeping them satisfied. During the 1990s, a new philosophy of customer service was adopted by some of the more progressive services organizations – the…

Acquiring and mastering customer and industry information should be a core competency for field service organizations. The success of these organizations rests primarily on their track record and their ability to “sell” new service concepts to distributors and customers, using sound data from a variety of credible sources. To be successful, services organizations need to implement comprehensive and efficient processes for utilizing customer and industry information. Specific strategies need to be developed for acquiring and…

Every business has a portfolio of products and services that it markets, promotes, and sells to customers. In fact, most businesses make their product and service portfolio information available through a variety of means, including published product literature and general marketing collateral, service guides, company catalogs or brochures, and various other types of printed matter. In addition, most of the product and service information is also typically accessible via the Internet through company and/or dealer…

These days more than ever, businesses are operating in data rich environments. Data emanates from everyday business operations, sales and customer account activities, service call activity, financial and economic transactions, regulatory reporting and all the other events that are routinely captured and stored in databases. Existing global databases are adding terabytes of new information daily. Every moment of every day bank transactions and electronic funds transfers, point-of-sale systems, hospital tests and procedures, factory production lines,…

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…

The global Field Service Management (FSM) segment has reinvented itself several times over the years, from break/fix, to network services, to software support, to predictive diagnostics, and more. However, the introduction of the Internet of Things (IoT) is having a much greater and more profound impact on the global services community than anything that has preceded it. FSOs will be increasingly behind the technology curve if they do not leverage IoT-powered FSM capabilities – or…