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how goods marketers improve customer-support services ?

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Designing and managing services Based on the book, marketing management by Kotler et. Al.

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Page 1: How goods marketers improve customer-support services ?

Designing and managing services

Based on the book, marketing management by Kotler et. Al.

Page 2: How goods marketers improve customer-support services ?

How goods marketers improve customer-support services ?

• Products are made & sold, but is that the end ?

• no! customer support services are just as important as point of sales services.

• Many industries such as the automobile industry benefit immensely from such second points of contact!

John deere makes significant profits from support service

Page 3: How goods marketers improve customer-support services ?

Identifying and satisfying customer needs

Page 4: How goods marketers improve customer-support services ?

1. Reliability & future frequency

Product must be as reliable as the ‘wall’.Stability must decrease exponentially at max

Page 5: How goods marketers improve customer-support services ?

2. downtime

Page 6: How goods marketers improve customer-support services ?

3. out-of-pocket costs

Page 7: How goods marketers improve customer-support services ?

Post sale service strategy

Page 8: How goods marketers improve customer-support services ?

1. Customer service evolution

Manufacturer’s own parts shop

Authorised service centre

Independent local service centres

Page 9: How goods marketers improve customer-support services ?

2. The customer-service imperative

Page 10: How goods marketers improve customer-support services ?

Credits & References

• Flickr.com • Images.google.com• En.Wikipedia.org

Page 11: How goods marketers improve customer-support services ?

Created by Dhananjay Goel, IIT Delhi, During an Internship by Prof. Sameer Mathur, IIM Lucknow.

www.IIMInternship.com

PROF. SAMEER MATHURIIM LUCKNOW

DHANANJAY GOELIIT DELHI


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