Revenue Leakage And Diminishing Brand Value From Poor Customer Service Management

Nearly all industries in today’s hyper competitive global marketplace require superior after-sales support and service. Offering quality products, good market reach and competitive pricing have long been accepted as â€must-haves†for a successful brand. Superior after-sales is the new guru-mantra that not only helps in winning you best customer experience, but also add to your bottom-line. Many companies who have not responded effectively to the changing conditions by entailing customer service management practices have experienced revenue loss due to poor service management. While there are companies that do not pay much importance to the after-sales service and support management, and believe that manufacturing quality product and setting competitive prices alone can help them win the race. Here is something for those who follow this school of thought.


Surveys, polls and market research reports from worldwide show that consumers who do not experience superior customer support are motivated:

• Not to buy same product of that brand again


• Not to recommend the product to his peers


• To give negative feedback about the product in open forums
  

• Align capacity and cost to service requirement


• Establish ways to automate information handling and streamline data


• Optimize inventory and asset management


• Manage and secure customer and servicing data


• Improve workforce efficiency and meet customer expectations

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