All Articles


Mind the Gap: How to Improve Revenue Growth

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...

Comic Brake: Cleveland

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.

Total Cost Optimization Part 3: Balancing It All

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

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...

Cashing In: 3 Ways to Monetize Remote Customer Support

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...

The 2021 CSO Report: Service Resilience in a Time of Crisis

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

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,...