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...
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...
Our Experts
Sara CerrutiSara Cerruti is a Senior Director of Global Customer Transformation at ServiceMax.
Sean LydenAutomotive journalist 
Shawn LaRoccoShawn LaRocco is the Vice President of Digital Transformation for the Medical Device Industry at ServiceMax. 
Jim BastonPresident, BBA Consulting 
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...
Cashing In: 3 Ways to Monetize Remote Customer Support
I would like to talk about a prediction I made in 2013. After all, I am an Industry Analyst, and I am expected to make predictions. This one was about Google Helpouts, a new service that allowed people to connect with experts on a wide variety of topics using Google’s...
Agility and Resilience: Themes and Takeaways from Maximize Roundtables
During Maximize 2021, the Global Customer Transformation (GCT) team offered a set of 12 roundtables spanning a range of topics, from COVID-19 implications to asset-centric business models and commercial maturity. These topics fuelled a wide range of conversations and...
The 2021 CSO Report: Service Resilience in a Time of Crisis
I’m pleased to represent ServiceMax’s Global Customer Transformation team in announcing the publication and release of our 3rd annual Chief Service Officer (CSO) Report. This report encapsulates the key themes and observations captured from last year’s series of...
Total Cost Optimization – Part 1: Stockout Costs
Editor’s note: A version of this article appeared on the Baxter Planning Blog and is adapted here with permission. The costs of not having the right part at the right place at the right time. This is part one of a three-part discussion on Total Cost Optimization,...
Crucial Metrics for Medical Device Manufacturers, Part 2: Cost-to-Serve
Editor’s note: A version of this article appeared on MedTech Intelligence and is adapted here with permission. In Part One of this series, I went in-depth on contract profitability, the first of two metrics I recommend all medical device manufacturers prioritize. In...