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...
Our Experts
Donald B. StephensFacilities and strategic vendor manager, Jacobs
Stacey EpsteinCMO and chief customer experience officer, ServiceMax
Sara CerrutiSara Cerruti is a Senior Director of Global Customer Transformation at ServiceMax.
Aly PinderProgram director, service innovation & connected products, IDC 
How to Succeed in Managing Construction Equipment in 2021
As a leader in the construction industry, it can be difficult to consistently and efficiently oversee all aspects of your building projects and key asset data. Many companies could use help gaining insight into a multitude of critical construction site details such...
Crucial Metrics for Medical Device Manufacturers, Part 1: Contract Profitability
Editor’s note: A version of this article appeared on MedTech Intelligence and is adapted here with permission. I have been in the medical device service business for over 20 years, and most of those years have been spent in leadership roles for companies that generate...
Self-Service Takes Center Stage: The Opportunity for Industrial Companies
While there are a number of lessons to be gleaned from the Covid-19 pandemic, one that is coming more into focus is self-service. In fact, this was a consistent theme from our 2020 CSO Summits. An increase in social distancing on a personal and professional basis has...
ServiceMax Asset 360 Spring ’21: The New Release is Here!
The latest installment of the ServiceMax and Salesforce partnership delivers innovations that drive value for our customers by focusing on three tenets: visibility, asset uptime and profitability. Because asset uptime and profitability can directly be tied back to...
Resiliency in Service: The Stories of Maximize 2021
Maximize 2021 is now behind us, but the main theme of resiliency is still echoing in our minds. The past year was one full of resiliency in the face of adversity that many of us have never faced before in business or in personal life. It was almost a year to the day...
FSM Maturity & The Value of Integrations
Integrations into your field service management platform are what allow you to provide customer service agents, technicians and engineers, back-office support staff, procurement and supply chain personnel, and the finance team with the information they need to...