Post sale services are as crucial to modern customers

Post-sale services are as crucial to modern customers as marketing and promotional efforts. In
today's digitally savvy society, the impact of negative e-WOM owing to bad customer service
cannot be underestimated. To prevent undermining the firm's brand reputation, the company
must examine its support operations and instead utilise them as a vehicle to promote positive
word of mouth as a result of rapid, responsive, and competent support services.
Secondary Activities
1. Firm infrastructure
Quality management, legal affairs handling, accounting, financing, planning, and strategic
management are all part of the firm's infrastructure. Reliance Industries may be able to maximize
the value of the whole value chain with effective infrastructure management. To improve its
competitive position in the market, Reliance Industries can manage infrastructure operations
(also known as overhead expenses).
2. Human resource management
Reliance Industries can assess human resource management by assessing several HR
components such as recruitment, hiring, training, rewarding, performance management, and
other people management operations. Based on the motivation, dedication, and abilities of its
personnel, efficient HR management may assist Reliance Industries to lessen competitive
pressure. The organization may also meet its cost-cutting goals by comparing the expenditures of
recruiting and training against the return on investment. This value chain support effort will
become even more important as Reliance Industries' reliance on staff talent grows.
3. Technology development
Almost all value chain operations rely on technology assistance in today's technologically
evolved world. Reliance Industries must recognize the necessity of technology development
because of technological integration in manufacturing, distribution, marketing, and human
resource operations. It may be broken down into two categories: product development and
process development. Automation software, technology-assisted customer service, product
design research, and data analytics are just a few examples. In this area, Reliance Industries'
research and development department is included.
13

4. Procurement
The 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 as
procurement in the value chain. Reliance Industries should thoroughly examine its procurement
processes to optimize the inbound, operational, and outgoing value chain due to its connectivity
with different value chain activities.
As previously stated, knowing the relevance of all activities is required to apply the Porter Value
Chain model. Reliance Industries should identify areas where value can be created, cost
efficiency can be achieved, differentiation foundation can be established, or processes can be
streamlined after understanding the relative significance of identified value chain activities.