Sam Klaidman

Sam Klaidman

Customer Value Creation + Customer Experience = Growth

Areas of expertise

Value added services, Customer Value Creation, service marketing, customer experience, growth

Professional summary

Sam Klaidman is the Principal Adviser at Middlesex Consulting. He applies the methodologies and techniques associated with the Services Marketing and Customer Experience professions to assist his clients achieve their growth objectives by designing and commercializing new value-added services and the associated business transformations.

In addition to a 20 year successful career as a leader of two high-tech, B2B, Customer Service organizations, Sam also utilizes his 20+ years hands-on experience in Engineering, Manufacturing, Consulting and General Management to help clients grow their services business and win Customer Loyalty.

Sam works with our Clients to help them set-up and profitably manage their Customer Service organization, including developing a structure, selecting and training personnel, defining and services plans (contracts) and other value-added services products, and recommending performance metrics. He also works with Marketing Executives and General Managers to focus on the larger issues surrounding long term growth and customer retention.

Sam's recent experience includes a six month assignment as Interim Vice President of Customer Service for a Chicago based instrumentation company, 12 years as Americas Vice President of Customer Support for Oxford Instruments, a UK based multinational scientific instrumentation manufacturer serving clients like Applied Materials, DuPont, Cemex, Intel, National Institute of Health and most University research labs. Prior to Oxford Instruments, for seven years Sam was the Global Vice President of Customer Service at Bytex Corporation (a high-end data communications equipment manufacturer serving Fortune Global 100 organizations like the New York Stock Exchange, British Airways, AT&T, British Telephone, Visa and MasterCard).

Sam also has consulted to Fortune 500 companies in three areas; 1) Manufacturing Automation at Corning, Honeywell, and Pfizer, 2) Developing strategies to integrate computer techniques into new business areas (AT&T, Kendall Corp. and Instron Corp.) and 3) Evaluating Mergers and Acquisitions.

Engagement overview

We assess the state of the service operation and its relationship to the rest of the business.. We focus on the readiness to serve.  We then look at product installed base and sales forecasts, markets, etc.  Finally, we interview customers to determine the importance of service attributes and turn this information into actionable insight for the service group and total business.

Clients

Some past clients are-

• Oxford Instruments
• Malvern
• Alfa Wassermann Diagnostic Technologies
• Anritsu