Frank Bunge

Global After Sales Service Director
Leica Microsystems

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

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The Changing Face Of The Field Service Engineer

Tuesday, October 3rd, 2017

13:40 Interactive Workshop: Service Customisation & Segmentation- What Are Customers Willing To Pay For & How Can We Go Above And Beyond Their Expectations?

According to our event attendees, just 37% of medical device service organisations have a customer segmentation strategy in place. Of the 37%, 38% segment by product, 30% segment by total value of relationship, 20% segment by value of support relationship and 12% by support contract type. So which is the correct approach? This workshop teaches you the strategy and day-to-day best practices behind successful service segmentation:

Increasing the rate of sales and renewal of support programs
Allocating your staff to meet the SLAs of your most important customers
Developing a segment specific value proposition for same day, 24/7 service across European borders