After sales service ambition
Clear goals and a precise strategy help you steer your company in the desired direction. Do you strive to be the innovator that provides its customers with after sales service based on the latest technologies and tools? Or do you want to position yourself through price leadership? For service champions, after sales service accounts for up to 35 % of their sales, and that with margins north of 20 %! What are your ambitions for your after sales service in 2018?
'Where to play' – Where do you want to position your after sales service?
Should you concentrate on after sales service for products you have sold, or should you also offer the service for competitor products? What customers should you focus on? And which services should you offer for which products in which countries? Service elements defined in an after sales service catalog enable you to show the diversity, availability and price structure of your range.
'How to win' – What is your strategy for success?
If service offerings comprise internally standardized service elements that are easy to describe and implement and that the customer feels are tailored to its individual needs, they offer true added value! Well thought-out sales processes help your sales team sell premium after sales service to your premium customers! You should be able to offer your after sales services with standardized processes, and fully utilize the capacities of your service network in a well-balanced fashion.
'How to enable' – How do you put your company in a position to implement the service strategy?
Leading after sales service organizations clearly define the separation of responsibilities between the equipment and service organizations. In nearly all cases, companies have to build-up their service capacities, service sales, field technicians and support staff, introduce the right KPIs and use them to steer their organization. Global or regional functions and a select network of partners form their after sales service operation and help them deliver excellent service that sets them apart from the competition.
'How to succeed' – How do you transform into a perfect service organization?
Even when companies recognize the enormous potential that lies in growing their service business, the challenge still remains of further developing the company into a perfectly functioning service organization. All the activities required to do so have to be well planned with the necessary budget – but they also have to be executed efficiently and in the right order of priority. A key component for their success is getting staff and management behind the project and establishing an after sales service culture in the company.
Our After Sales Service Excellence Pyramid is a proven tool that we have used to help many enterprises multiply their customer-care business and service sales, and to become a service champion in their field!