Frontline Revenue: Starting a Field Service Lead Program
Field service organizations are under pressure to complement operational and customer-facing improvements with commercial results. As a result, many organizations are looking at their front-line field service personnel to identify new business opportunities or sell...
Comic Brake: Remote Work
Editor’s Note: Today’s cartoon is part of our “Comic Brake” series. Field service management is serious business, but everybody deserves a good laugh after a long week in the field. Check back for cartoonist Terry LaBan’s next installment on FSD.
Calculating Profitability: How Complex Is It?
There are several questions that service leaders often ask themselves when it relates to profitability. How hard can it be to measure Profitability at the level I need? How many years do I need to wait for good measurement tools? If you look at history, the answer is...
Why We Need To Predict The Future of Customer Unhappiness
Editor's note: A version of this article appeared on Minute Hack and is adapted here with permission. According to a recent McKinsey article entitled Prediction: The future of CX, there is a bit of a mismatch in terms of what companies need to do when it comes to...
Mind the Gap: How to Improve Revenue Growth
At Maximize we discussed the topic of Enhancing the commercial maturity of your services business. In that conversation, we spoke about ‘the Gap’. The Gap between your current service revenue and the maximum revenue you could achieve when every unit sold would have an...
3 Engineering Change Strategies for Customer Experience and Engagement
Each time when you launch an engineering change (EC) campaign you’ll have to balance brand image, quality and cost. In my previous blog 3 Steps to Make Engineering Change Management Easier, I added two additional business drivers: customer engagement and upsell...
Our Experts
Shep HykenBestselling customer service author & speaker
Aly PinderProgram director, service innovation & connected products, IDC 
Sean LydenAutomotive journalist 
Shawn LaRoccoShawn LaRocco is the VP of Strategy & Business Development for the Medical Device Industry at ServiceMax. 
Comic Brake: Cleveland
Editor’s Note: Today’s cartoon is part of our “Comic Brake” series. Field service management is serious business, but everybody deserves a good laugh after a long week in the field. Check back for cartoonist Terry LaBan’s next installment on FSD.
Product Spotlight: How to Leverage USDM’s Vendor Audit of ServiceMax
Are you leveraging the documentation provided by ServiceMax to minimize your compliance burdens? The U.S. Food and Drug Administration (FDA) has continuously promoted leveraging vendor documentation to support a risk-based least burdensome approach to software...
Total Cost Optimization Part 3: Balancing It All
Editor’s note: A version of this article appeared on the Baxter Planning Blog and is adapted here with permission. Review In part 1 of this three-part series, we discussed that there are operational costs when the right part isn’t at the right place at the right time....
Net Zero and the Role of Field Service
One of the unmistakable trends of 2020 and early 2021 has been the growing momentum of companies and countries announcing various “net zero” commitments to address climate change. While ranging in ambition and timing, such commitments have important implications for...
ServiceMax Core 21.1: The Ins and Outs of Our New Release
In the digital era we live in, change is constant. Particularly the current crisis is forcing service organizations worldwide to reassess how they operate and speed up their digital transformation journey to become more data-driven, agile, and resilient. And whereas...
Total Cost Optimization – Part 2: Inventory and Instability Costs
Editor’s note: A version of this article appeared on the Baxter Planning Blog and is adapted here with permission. The costs of too much inventory and the costs of an unstable plan In part 1 of this series devoted to Total Cost Optimization, we discussed the...