by | Aug 13, 2014 | Service Transformation
When I joined Salesforce.com in 2002 as part of their training team, all training was created equal (for those platform junkies, 2002 dates before record types and multi select pick lists were part of the program). All customers received the same training topics,...
by Derek Korte | Aug 13, 2014 | Field Service Spotlight
There’s seemingly no end to the kinds of titles that companies give their employees in the field, with variations on field service engineer, field service technician, and other standards. Recently, new titles have begun to emerge that put the emphasis on the customer,...
by ServiceMax | Aug 12, 2014 | Service Transformation
We’ve all heard the stats: billions of connected devices, millions of terabytes of data, etc. The facts about the Internet of Things have been established, and they are staggering. But what does it all mean for the service industry? How can we leverage the...
by Shep Hyken | Aug 11, 2014 | Field Service Spotlight
When a potential client of mine inquired about having me speak about customer service at his company’s annual meeting, my response surprised him. After chatting with him about the meeting, I not only turned down the offer to speak, I recommended a colleague of...
by Derek Korte | Aug 8, 2014 | Mobile & Tech
Modern technology is eroding the walls between IT and marketing. That can be a tricky situation for business leaders to manage, but it’s worth the effort. By getting the CIO and CMO to work together, smart companies are using data in new ways to market and sell their...
by Field Service News | Aug 7, 2014 | Customer Experience
Field Service News editor Kris Oldland spoke with Martin Summerhayes, head of strategy and business development at Fujitsu, about boosting service revenues. The article originally appeared on Field Service News and is republished here with permission. There are a...
by | Aug 5, 2014 | Service Transformation
Several weeks ago I watched one of our customers’ Field Service Technicians interacting with a hospital staffer. The technician was there to service two machines his company had sold the hospital, but the staffer also wanted to talk about a third, older machine....
by Bill Pollock | Aug 4, 2014 | Strategy & Leadership
The world of work has changed, and that may be especially true for the services industry where simply doing things the same way they’ve always been done just doesn’t cut it anymore. “Finding the right talent is one of the primary challenges in building an on-demand...
by Derek Korte | Aug 1, 2014 | Field Service Spotlight
Online retail giant Amazon has been expanding beyond e-commerce into new business opportunities, including same-day delivery through AmazonFresh and the still-in-development Amazon Prime Air, which would use drones to quickly deliver purchases. Field service could be...