42 Rules for Superior Field Service (ePub for iPad)

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The Keys to Profitable Field Service and Customer Loyalty

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Description

With few exceptions, the service business is viewed as a �necessary evil�. Servicing products, after they are sold and in customers� hands, is frequently overlooked and can be a source of customer dissatisfaction and profit loss. This thinking results in missed opportunities to convert customers into advocates and to generate significant business revenue.

If you are in the field service business, you should be designing solutions that benefit the customer and are profitable for your company. This includes developing a field service strategy, organizing the service business, optimizing field inventories, implementing Customer Relationship Management (CRM) and tailoring sales incentives.

Complicating field service operations in today�s environment is the global nature of the installed base and where in the world your products and spares are manufactured. Sourcing global parts, managing the parts supply chain and the investment required are the things that keep managers up at night.