Aftersales Management: Creating a Successful Aftersales Strategy to Reduce Costs, Improve Customer Service and Increase Sales
David Brock, "Aftersales Management: Creating a Successful Aftersales Strategy to Reduce Costs, Improve Customer Service and Increase Sales"
Kogan Page | 2009 | ISBN: 0749456418 | 224 pages | PDF | 1,4 MB
Kogan Page | 2009 | ISBN: 0749456418 | 224 pages | PDF | 1,4 MB
Every year large sums of money are wasted by the retail industry on badly managed after sales processes. What happens if problems occur after a sale has taken place? How are they dealt with? What processes can be implemented to make sure that they are dealt with more cost effectively, while also improving customer service and increasing sales?
Aftersales Management shows how to create much stronger customer service with very little additional cost. It explores what customers want, what sales people want, and how these points interface with the rest of a retailer’s company. It also discusses implementation, explaining how to manage key stakeholders both within the business (the various business functions and departments) and outside (such as manufacturers and suppliers).
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