Author: Doug Morse

Service Gives You A Competitive Advantage

  Top technology and product companies are challenged to create growing revenue and profit streams from their business units. In fact, the revenue and profit impact from the service side of the business represent a significant financial success opportunity for all companies. Services represent tremendous additional value; often acting as the prime ongoing brand representation […]

What is Customer Success

  Interview with David Hare, Advisory Partner for ServTrans LLC We recently had the opportunity and privilege of interviewing our David Hare regarding a subject that he is quite passionate about; Customer Success. David is known expert and thought leader in the Services Industry and how Customer Success is becoming a critical function in technology […]

Change

Let’s talk about “change”. It is a simple word yet it has many meanings and many implications. Let’s look at Webster’s definition of Change as transitive verb: “a: to make different in some particular: ALTER b: to make radically different: TRANSFORM. It can be verb, a noun or variances of those. A simple word and […]

Supercharge your Business

Being passionate about customer centricity and customer experience makes me either the best customer you ever had or the worst critic, as you might expect. With over 30 years of experience in customer experience and services there is not much that my partners and I have not seen in both B2C and B2B. When I […]

Coach, Connect and Co-create value

In the last few years the term “consultant” has seemingly become a negatively viewed job description. When one describes their job as a consultant it is generally viewed in one of two ways. Many people are now working in the so called ‘Gig Economy’ and call themselves a ‘consultant’ rather than an independent contractor. These […]

The Power of Customers

Do you recognize the power of customers? Companies too often forget that their customers pay their bills and that any financial success they have or may achieve is from the simple fact that customers choose to buy from a firm or not. If you want to be a leader in your marketplace you need to […]

What makes the soft side so hard?

What makes the soft side so hard? Why should you care? Businesses and government organizations are facing rapidly changing environments and are faced with an ever increasing pace of change as a result of technology, environmental and economic shifts. Each year millions of dollars, Yen, Euro, Yuan etc. are invested in critical transformations and infrastructure […]

“When Pigs fly….”

“When Pigs fly…” is the usual response when you try and get giant corporations to take on new business innovation. However, it now seems like winglets are developing on the swine. GM recently announced a new business venture call Maven. http://media.gm.com/media/us/en/gm/news.detail.html/content/Pages/news/us/en/2016/Jan/0121-maven.html “GM President Dan Ammann said while more customers than ever are buying vehicles, there […]

Rent ‘n’ Exec

If your plumbing backs up or leaks you call a plumber. When your electrical outlets stop working you call an electrician because those experts deal with these issues every day and have acquired specific expertise that likely you do not have. So why, when your business strategy is faltering, do you try and fix it […]

Way too much B.S. in business today. As I listen to the business news and even to my own clients talk about their business often all I can think about is calling it B.S. While what you are thinking right now might be appropriate in many cases what I mean by B.S. is BAD STRATEGY. […]