How Customer Service Integration Helps Ensure a Smooth M&A Transition | M&AITT EP8

Don’t forget about the customer during an M&A transition 💡

In our newest episode, Richard Albanese—a seasoned veteran in the biomedical engineering field and VP of Global Service at Medical Microinstruments—joins hosts Yassin and Gyner to shed light on this vital component of M&A. Here, they discuss how to preserve what makes the acquired company successful and the role of effective change management in maintaining customer satisfaction and loyalty.

𝗧𝗜𝗠𝗘𝗦𝗧𝗔𝗠𝗣𝗦

(0:00) Episode overview
(0:29) Introducing Richard Albanese
(2:43) The biggest challenge in post-M&A integration
(4:08) The downside of centralizing Customer Service in Field Service operations
(7:18) Preserving Customer Experience in acquisitions
(10:05) Why Is emotional buy-in crucial for effective change management?
(11:01) Integrating different Customer Service models for enhanced customer experience
(12:03) Navigating customer integration during mergers
(14:58) Overcoming the Urgency Trap
(16:51) Understanding and leveraging the acquired company's strengths
(18:51) Harmonizing different models for effective integration
(21:05) How simplifying post-acquisition processes can help businesses scale
(25:57) Integrating Customer Service into Acquisition Due Diligence
(28:28) Ensuring feasibility before integration
(32:09) Managing Customer Service synergies in deals
(34:51) Building a revenue-driven Customer Service strategy
(39:26) Understanding Customer Value during Integration

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