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Post sale services are as crucial to modern customers

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Post-sale services are as crucial to modern customers as marketing and promotional efforts. Intoday's digitally savvy society, the impact of negative e-WOM owing to bad customer servicecannot be underestimated. To prevent undermining the firm's brand reputation, the companymust examine its support operations and instead utilise them as a vehicle to promote positiveword of mouth as a result of rapid, responsive, and competent support services.Secondary Activities1. Firm infrastructureQuality management, legal affairs handling, accounting, financing, planning, and strategicmanagement are all part of the firm's infrastructure. Reliance Industries may be able to maximizethe value of the whole value chain with effective infrastructure management. To improve itscompetitive position in the market, Reliance Industries can manage infrastructure operations(also known as overhead expenses).2. Human resource managementReliance Industries can assess human resource management by assessing several HRcomponents such as recruitment, hiring, training, rewarding, performance management, andother people management operations. Based on the motivation, dedication, and abilities of itspersonnel, efficient HR management may assist Reliance Industries to lessen competitivepressure. The organization may also meet its cost-cutting goals by comparing the expenditures ofrecruiting and training against the return on investment. This value chain support effort willbecome even more important as Reliance Industries' reliance on staff talent grows.3. Technology developmentAlmost all value chain operations rely on technology assistance in today's technologicallyevolved world. Reliance Industries must recognize the necessity of technology developmentbecause of technological integration in manufacturing, distribution, marketing, and humanresource operations. It may be broken down into two categories: product development andprocess development. Automation software, technology-assisted customer service, productdesign research, and data analytics are just a few examples. In this area, Reliance Industries'research and development department is included.13
4. ProcurementThe activities involved in obtaining inputs such as equipment, machinery, raw material, supplies,raw material, and other items essential for creating the completed product are referred to asprocurement in the value chain. Reliance Industries should thoroughly examine its procurementprocesses to optimize the inbound, operational, and outgoing value chain due to its connectivitywith different value chain activities.As previously stated, knowing the relevance of all activities is required to apply the Porter ValueChain model. Reliance Industries should identify areas where value can be created, costefficiency can be achieved, differentiation foundation can be established, or processes can bestreamlined after understanding the relative significance of identified value chain activities.

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Term
Fall
Professor
xxx
Tags
Marketing, Reliance Industries Limited

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