Field Service Amelia Island 2020

August 17 - 19, 2020

The Ritz-Carlton Amelia Island, FL

Robert Willard, Senior Manager of Global Service Accounts and CXM Practice at Coherent
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Robert Willard

Senior Manager of Global Service Accounts and CXM Practice

Check out the incredible speaker line-up to see who will be joining Robert.

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Day One: Technology & Process Innovation For Efficiency

Monday, August 19th, 2019

2:45 PM Capturing A Higher Percentage Of A Product’s Service Potential Through Contracts

Products, by design, have a fixed or a least very inelastic service revenue potential.  What’s elastic is the percentage of that revenue a company captures and at what margin.  Across the board, one-size fits all contracts are outdated and service professionals are tasked with identifying real opportunities through an in-depth understanding of customer needs and the outcomes they desire.  Service offerings must be built upon that need and only offered if they can be done more effectively or efficiently than the customer.  Collaboration is needed but not before we have a true understanding of what’s limiting the customers from succeeding or expanding business in the current service environment.  Developing such contracts requires a new framework including a change in perspective, language and process that better aligns with our customer needs.