Service Model Innovation

As a service executive, it’s your responsibility to grow your service business and promote a customer centric value proposition throughout your organization. The VIP Think Tank is your opportunity to gain honest feedback, debate strategic ideas and share high level insights behind closed doors.

This is an invite-only session. To request an invitation, please email Field Service Executive Director Jen Montgomery at jen.montgomery@wbresearch.com.

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Shifting Support Services from reactive to proactive. Elevating the strategic role of Services, while improving the customer experience. These ideas have been discussed for years and have often been overhyped or remained abstract. Yet behind the hype is a powerful and important concept: With shifts in technology and customer expectations come new opportunities to innovate the Services business model along two dimensions: VALUE CREATION and VALUE CAPTURE. In this session, Joe Pinto will share a few tangible examples of Cisco’s experiments and innovations along both dimensions. He’ll share learnings from what’s worked and what hasn’t, debunk a few myths, and outline his vision for the future of Services.

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Smart companies focus as much on retaining existing customers as on attracting new ones. Jacques Blondeau believes that providing customers with the knowledge they need to full utilize and appreciate your products will foster loyalty and retention. This session will focus on:

• Enticing technicians to go beyond basic installation & repair
• Teaching advanced product functionalities so that customers fully utilize all product features
• Maintaining a proactive mindset; educated customers are retained customers

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In a world where products cannot be easily differentiated, many companies are looking for ways to distinguish themselves from their competition. One option that Greg Manganello recommends is to focus on delivering superior service through improved delivery speeds, availability, loyalty programs, after-sale training, and warranties. Greg is responsible for profitably growing services at Fujitsu and will highlight the following tips in this session:

• Developing tools to compete against low-end competitors in a commoditized market
• Synthesizing corporate marketing efforts to ensure your customers understand the value of your service
• Compiling a tool kit to justify higher prices (what must be highlighted about your service)

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The future of the world’s biggest companies and brands come down to the world’s smallest moments. By mastering every moment with customers, your brand will go viral for praise, not punishment. These moments are driven by many supporting moments before, in, and after that moment. During this session learn how field organizations of all sizes can have the ability to brilliantly organize themselves, work in harmony with incredible productivity, and solve complex challenges through intelligent decision-making. Before the moment, during the moment, and after the moment.

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With the emerging field of Internet of Things, Industry 4.0 and Data Analytics, it is essential to define new business models to generate additional revenue and customer satisfaction. For Johannes Emmelheinz, the keys to defining these new business models are:
• Focusing on delivering service to your installed base
• Finding opportunities for additional services
• Combating threats from new players like big IT companies and startups

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With a strong process-improvement culture and insistence on data-driven decisions, Ecolab knew exactly what it wanted to achieve with a GPS program. But the actual results were a surprise. See how Ecolab has implemented and monetized telematics, and where the company will go next with its program.

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Effective service offerings can increase synergy with customers and improve your value proposition. How can Service create offerings that drive revenue and create engaged customers? Our panel of experts will debate this as they highlight the importance of:

• Gathering input from different areas of the organization including sales, marketing, new product development, IT
• Shedding the traditional mindset and starting with “what does that mean from go-to-market standpoint?”
• Continuously refreshing the product to improve synergy with client

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Table 1: Identifying Areas Of Extra Value For Customers To Maximize Retention And Customer Loyalty
Hosted by Amos Schneller, Vice President Customer Service and Technical Services, Medivators

Table 2: Balancing Business Requirements Against Customer Needs/Satisfaction
Hosted by Eric Paulik, Senior Director, Global Field & Customer Service, Spectranetics

Table 3: People Retention - How Does Your Company Retain Top Service Talent?
Hosted by Jim Crowl, Vice President Service, ABB

Table 4: Scheduling Onsite Manager Visits To Improve Technician Productivity & Customer Loyalty
Hosted by Gregg French, Service & Dealer Development Manager, Kawasaki Construction Machinery America

Table 5: The Five Minute Manager: Field Service Problems You Can Solve in 5 Minutes or Less
Tony Ahillas, Director Enterprise Sales, Fleetmatics

Table 6: A Strategic Approach To Maximize Profitability In The Large Sale
Hosted by Tony Solano, GM & Senior VP Americas Sales, CoreSystems

Table 7: Best Practices In Employee Training
Hosted by Scott Tarran, Manager Service Operations, Bruker AXS

Table 8: What Do You Need To Build A Mobility Strategy?
Hosted by Scott Andrews, Strategic Account Manager, SOTI

Table 9: Interest, Benefits And Traps Of Rolling Out A CRM For Service
Hosted by Jerome Piche, Vice President Service, bioMerieux

Table 10: Maximizing The Relationship Between Field Engineers And Sales Force
Hosted by Mike Lynn, Director of Customer Support Operations, Automated Packaging

Table 11: Overcoming Obstacles In Adopting Predictive Maintenance
Hosted by Kyle Herring, Vice President Marketing, TerraXML

Table 12: Transforming Your Field Service With Connected Products & Services
Hosted by Charlie Isaacs, VP & CTO for Customer Connection, Salesforce

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