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…
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Juan Cruz, Jr. is the Senior Manager, National Field Services, at Fresenius Medical Care North America. In his role, Juan Leads and manages 6 district field service managers and 55…
This article seeks to answer two questions. First: How do successful companies leverage their knowledge to drive growth? Second: Which trends do we see in the market today related to knowledge management? When we talk about…
The prevailing wisdom is that, when it comes to Digital User Experience, the emphasis of design should always favor the customer. It’s true that managing customer user experience through your…
As you may have read in my last post, the most challenging part of making it through the adoption cycle of a new digital tool is pushing through the trough…
Emily Thomas Kendrick is the President and CEO of Atlanta-based Arrow Exterminators. Family owned and operated by the Thomas Family since 1964, Arrow is the sixth largest pest control company…
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…
Go ahead and call me cynical, but when it comes to service success, I’ve only ever cared about the numbers. Organizations can trot out whatever new, flashy technology they want,…
For the next in our series of women in field service, I sat down with Deni Naumann, President of Copesan Services and Interim President of Terminix Commercial and Elizabeth Johnson,…
Many manufacturing companies are stuck in the situation where they sell their product to other companies, which then re-sell the product to the end customer. In many cases, the aftersales…
If you’ve missed my earlier posts in this series on digital adoption, you can read here what we discussed about The Hierarchy of Digital Adoption, Building and Fortifying Your Digital Reputation,…
According to Karen Johnson, president of W. F. Hann and Sons, she found her voice later in life. Karen is quick to say she puts family first and she was…
When looking at how companies measure employee performance, it’s clear that there is wide variation across the industry in terms of incorporating customer satisfaction into the mix. In past years,…