3. How to manage product service supports From the Chapter: How to manage product service supports

1. How to manage product
service supports ?
Designing and managing services

2. Why it is needed to manage the
Service supports ?

3. Product support services
are often sources of
competitive advantage

4. Marketers must consider
key customer concerns -
• Failure frequency
• Downtime duration
• Out-of-pocket expenses

5. Service offerings should include:
• Facilitating services
• Value-augmenting services
• Optional service contracts

6. Recap
 Need to manage the service support
 Concerns of the marketers while managing service support
 Service offering should include discussed points

7. Reference
 http://www.musiciansare.com/wp-content/uploads/2015/05/wondering.jpg
 http://itcaustin.com/wp-content/uploads/2011/09/manitsrvc-300x185.jpg

8. Disclaimer
These slides were created by Piyush Panchal, IIT
Kanpur, during a Marketing internship by Prof.
Sameer Mathur, IIM Lucknow