Manufacturing Industry
Companies chase success in after-sales services.
Manufacturing Business Technology, February, 2007
By Staff The quality of the after-sales experience is a key factor in customer loyalty. That's exactly why brand-owner companies should pause and ask themselves: Do we really want to outsource a process that can make or break a customer relationship? Considering the level of coordination required among customer contact centers, field-service operations, repair depots, warehouse operations, and transportation logistics, improving the after-sales experience can be challenging for any company.
Add antiquated IT systems to the equation, and it's easy to see why, despite misgivings, companies often outsource after-sales operations. On the other hand, some companies choose to manage their own after-sales operations. For them, following...
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