11. Customer Experience Management - B2C Register service call Verify warranty Order service parts Supported quickly and professionally Quality Sustainability My machine ready for another 10 years Planning Customer Intake by phone Reception technician Intake via website Easy and stylish website Design & Functionality Customer Actions On-stage Back stage Customer Perception Brand values Customer visit
12. Process requirements Manage Service Levels Report Performance What they promised is also delivered Reliable Knowledge Leadership I am impressed with their knowledge Research On-site training Equipment operator Lab manager Quarterly review Results interpretation Customer Experience Management - B2B Customer Actions On-stage Back stage Customer Perception Brand values
13. Value created through service Type of Customer Relationship Initial marketing and sales cost Cost to Serve Gross Margins Product Support Warranty Availability Services Knowledge Driven Services Brand Driven Services Vendor Solution provider Trusted Advisor Strategic Business Partner Price Driven Feature Driven Brand Driven People Driven
14. Maturity Levels in Services Warranty Services Availability Services Product Support Services Knowledge Driven Services Brand Driven Services Type of Business Cost Centre Cost Centre + Profit Centre Profitable Growth Strategic Differentiation Business Objective Repair / replace the product Make sure the customer is satisfied with the product and will repurchase Make sure the customer will enjoy the benefits of using the product High value added services, driven by knowledge of customer & technology Manage the total customer experience as expected by the customer
15. Initial marketing and sales cost Cost to Serve Gross Margins The cost of a poor customer service strategy Type of Customer Relationship Warranty Services Availability Services Product Support Services Knowledge Driven Services Brand Driven Services Vendor Solution provider Trusted Advisor Strategic Business Partner
16. Academic Board Client Teams Partners Roundtables Methods & Tools Consultants Idea Generation Through Research Opportunity Identification & Strategy Coaching & Operational Services Service Innovation Programme Strategic Advisory Performance Enhancement Insight Value Creation
Successful service business have funded expansion into high added value services with sustained profitability from product related ‘ availability ’ services
Successful service business have funded expansion into high added value services with sustained profitability from product related ‘ availability ’ services
Successful service business have funded expansion into high added value services with sustained profitability from product related ‘ availability ’ services