Bad service data is expensive | May 2026
The problem nobody budgets for You can design the best coverage model in the industry. Position stock in the right cities. Contract the right couriers. Staff the right technicians. And then the engineer shows up on site, and the batch of the part on the work order does not match the part in the machine. …
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The service geography problem: how to design response-time coverage that can actually be delivered | April 2026
The promise-to-physics gap Response-time commitments are usually created in a meeting room. A 4-hour SLA sounds tight but achievable. A same-day promise sounds safe. Next business day feels generous. Then something fails on a Friday afternoon, 90 kilometers from the nearest stocking point (FSL), in a country where Monday is a public holiday. Here the …
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From contract to operations: entitlements, coverage windows, and SLA design that can actually be delivered | March 2026
In many service organizations, the contract looks clear right up until the moment something fails. The customer believes they bought a promise. Sales believes they sold a support package. Operations opens the case and starts asking basic questions. Is this asset covered? Are parts included? Is labor included? Does the SLA start when the ticket …
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Why sales and service are decoupling: operating models for outcome-based B2B service | February 2026
If you sell equipment, you already know the uncomfortable truth: customers don’t buy your product to own it. They buy it to run something critical. A data center buys hardware to deliver uptime, latency, and capacity. A medtech provider buys devices to deliver safe, compliant patient throughput. A telecom operator buys network equipment and platforms …
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Service availability as a board KPI: why B2B service supply chains are being rebuilt | January 2026
In B2B, buyers don’t remember your product spec sheet. They remember one thing: did you keep them running when it mattered? A data center team cares about minutes of outage. A telecom operator cares about network stability. A factory cares about line uptime. When something fails, customers do not judge you by how politely you …
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