Episode08PPTSlidesVideo - Episode 8 Post Sales Processes...

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Episode 8 Post Sales Processes
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Post-Sales Processes – Key Questions What happens after products are purchased? What happens with all those problematic or defective products that get returned? What is reverse logistics? 2
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Part 1 Foundation Concepts
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What happens after order fulfillment? Order fulfillment is not the end of the supply chain. Companies have to support customers as they attempt to gain the benefits of the products that have been purchased 4
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What is post-sale customer service? Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.” All activity associated with a product/service after the point of sale, the ultimate goal to optimize or make more efficient aftermarket activity, thus saving money and environmental resources while boosting customer loyalty.
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What does post-sale customer service involve?
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Why have post-sales processes gained importance? Customer Expectations Customers now expect 24/7 service Managers must manage these contact expectations Keep customers informed Inform customers where they are in the queue Provide alternate contact information for different service channels Apologize if necessary
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Post Sales Service – Call Center Operations Mission of call centers has broadened from order taking to caring for customer needs Call types handled Inquiries Orders Complaints Helpdesk Dispatching Credit Return authorization 8 “Can you show me how this paper shredder works?”
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Post Sales Service - Call Center Operations Measuring the effectiveness of the call center: Process Cost Process Flow Time Process Flexibility Process Quality Flow Time = Time Customer spends: In automated phone system Waiting in the queue for an agent Talking to an agent. Flow Rate = Number of customers that flow through a specific point in the call center process per unit of time. Inventory = Total number of customers present within call center boundaries. 9
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Post Sales Service – What is CRM? Customer Relationship Management (CRM) refers to the methodologies and tools that help businesses manage customer relationships in an organized way. Customer Relationship Management (CRM) focuses on the interface between the firm and its customers. “The Plan and Practice of managing the lifetime relationship with your customer.” “The long-term success of the organization and improved value for its shareholders lies to a very great extent in the company’s ability to develop and sustain genuine relationships with its customer.” 10
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Collect Customer Data Consolidate All Customer Information Learn about your customers identify and differentiate Plan customer interactions Interact consistently across all touchpoints Personalize every interaction In real-time CRM provides the insights to drive action
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This note was uploaded on 05/19/2011 for the course BUSINESS MKT taught by Professor Johnston during the Spring '11 term at Missouri State University-Springfield.

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Episode08PPTSlidesVideo - Episode 8 Post Sales Processes...

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