Manage product support services

Major battle ground for Competitive Advantage

Significant percentage of PROFITS

What WORRIES does a customer have about product services ????

Reliability and failure

• Service dependability

•Out of pocket expenses

Manufactures provide facilitating Services May also offer value augmenting services

One has to pay for product services

Customer service EVolutiON

Low prices for the products

High price for components and service

Intermediaries are

Closer to customers Operated in more places Can offer quicker services

Customer service imperative

Choices are increasing rapidly

Manufactures must figure out a way to make money on their equipment rather relying on the services they provide

Better marketers think good

THANK YOU

Created by : Anant Shankar Tripathi

SCAC, Pune

during an internship by

Prof. Sameer Mathur

IIM , Luchknow