how can goods marketers improve customer support services
TRANSCRIPT
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Chapter 12:Designing and managing
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How can goods marketers improve customer-support
services?
By:Kartik SinglaIndian Institute of Technology(BHU), Varanasi
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Equipment manufactures earn huge profits from the product-support
services they offer.
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Manufacturers must identify the services customers value most and their relative importance:
Pre-sale servicesPost-sale services
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Pre sale services
Facilitating servicesValue-augmenting
services
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“For expensive equipment, manufacturers can offer
‘Facilitating services’ such as installation, maintenance and repair.”
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“Some companies offer
‘Value-augmenting service’ that extend beyond the functioning and
performance of the product itself(Warranties and Guarantees)”
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Post sale services
Customer service evolution
Customer service imperative
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“These slides were prepared by ‘Kartik Singla’
as a part of an internship done under ‘Prof. Sameer Mathur’ (www.IIMInternship.com).”
Disclaimer