How Field Service Engineers Can Be Your Customer’s Trusted Advisors

Posted by Vele Galovski on 4/17/18 5:00 AM

An adage in business is that “nothing happens until you sell something.” Nothing to install, nothing to service, nothing to renew. Great hardware and equipment manufacturers have been built on great engineers creating great products for great salespeople to sell, and the best of the best repeated this cycle as often as they could. Discussions between customer and supplier revolved around the initial sale, and “services” were comprised of customization and installation and/or support and maintenance contracts. Then, the engineers developed a product refresh and the cycle started all over again. However, as we’ve previously discussed in B4B, the conversations are changing.

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Topics: field service engineer, customer outcomes, field services, cross-sell, upsell, trusted advisor, field service, Blending Service and Sales Motions

What is Expand Selling?

Posted by Steve Frost on 4/12/18 5:00 AM

TSIA Expand Selling research provides clear guidance on how to utilize Services and Customer Success teams in the Sales process for cost-effective revenue growth from existing customers. The name “expand selling” is derived from the third stage in TSIA’s Land, Adopt, Expand, Renew (“LAER”) customer engagement model. It is rooted in TSIA’s belief that selling can be the natural, helpful outcome of a Services conversation, as long as it is taken within the mindset of helping the customer solve their problem, achieve their goals, and drive value from their technology investment.

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Topics: services, sales, expand selling, LAER, collaboration, cross-sell, upsell, trusted advisor, touchpoint calculus

The Customer Journey Through the Eyes of a Field Services Organization

Posted by Vele Galovski on 10/19/17 5:00 AM

The operating models of equipment manufacturers are in the midst of a huge transformation. The industry is rapidly moving from a pure product focus to a customer outcome-based focus. With this change, every equipment manufacturer will be faced with the hard truth that their customers are also changing the way they purchase. New customer expectations, new models, and new capabilities will put tremendous pressure on today’s field services organization to adapt, be relevant, and continue to deliver a key revenue stream for their company.

This transformation will impact every aspect of a company, including traditional service lines of business like Support, Professional, Education, and Field Services. These service organizations will need new capabilities to be relevant in the future while they continue to deliver today’s results. Let’s take a stroll along the customer journey of the future.

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Topics: field service engineer, field services, trusted advisor, Art and Science of the Customer Journey

Relationship Equity: Why Services Can Go Where Sales Can’t

Posted by Steve Frost on 2/2/17 5:00 AM

Often times when we broach the concept of expand selling to TSIA member companies, the question is asked, “Why can't sales just do this for themselves? After all, upselling and cross-selling are, in fact, selling, and selling is what salespeople do.” Unfortunately, it's not that simple. Regardless of how hesitant they might be to join the revenue-generation party, expand selling initiatives have to be driven by the service delivery teams. In this post, I'll be digging deeper into why this is, beginning with the concept of “relationship equity”. 

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Topics: managed services, services, professional services, sales, field services, expand selling, relationship equity, trusted advisor

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