Field service organizations are delivering more value than ever and getting less credit for it than they deserve. Across the enterprise, service teams are operating in isolation: disconnected from the sales incentive structures that drive customer conversations, excluded from the product development decisions that determine serviceability, and without the marketing resources needed to articulate what customers are receiving.  

• Building cross-functional alignment through changes to incentive structures, communication strategies, and operating norms 
• Exploring how to design sales and service handoffs that actually hold 
• Getting service requirements upstream in product development before design decisions are locked 
• Building a value communication strategy that makes the invisible work of service visible to customers