Review about how can marketers improve customer-service

1. DESIGNING
AND
MANAGING
SERVICE

2. How Can
Good Marketers
Improve
Services ?

3. PRODUCT-SUPPORT SERVICE
IS BECOMING
A MAJOR BATTLEGROUND
FOR
COMPETITIVE ADVANTAGE

4. SOME COMPANIES MAKE
SIGNIFICANT PERCENTAGE
OF
PROFITS
FROM
THESE
SERVICES

5. In global markets ,
companies thatmake a good product
but
provide poor local service support
are
seriously disadvantaged

6. Identifying
And
Satisfying
Customer Needs

7. Worries Customer
have
regarding
product
services
are :

8. RELIABILITY
AND
FAILURE FREQUENCY

9. SERVICE
DEPENDABILITY

10. OUT-OF-POCKET
COSTS

11. All buyers estimate
life cyclecost

12. Manufactures Offer
Facilitating Services And
Value-augmenting
Services

13. Manufacturers charge
for product-support services
in differentways
Service Contracts Extended Warranties

14. Companies Must
Understand
Their
Strategic Intent
And
Competitive Advantage In Developing Services

15. Post-sale Service

16. Customer
Service
Evolution

17. Manufacturers start by running
their own
parts-and-service departments where…

18. Equipment
charged low
Parts-and-services charged
high

19. More repair
and
maintenanceservice
to
authorizeddealer

20. Intermediaries
Are close to customers , operate in more location and
offer quick service

21. Independent servicefirms
will emerge
and
offer a lower price
Or
faster service

22. Customer
Service
Imperative

23. Customer-service choices
are
increasing
rapidly

24. So, EquipmentManufacturers ShouldFigure OutA
Way To
Make Money On Their Product

25. Customers are less inclined
To pay
2%-10% of purchase price
every year
for
a service

26.  Identifying And
Satisfying Customer
Needs
 Post-sale Service
Strategies
RECAP :-

28. A presentation by-
Prasad Vadnere
V.J.T.I. , MUMBAI
during an internship by Prof.Sameer Mathur,IIM Lucknow.
www.IIMInternship.com