Fix what is broken, elevate what works, and lead in after-sales! After-sales Excellence: Driving Improvement, Customer Satisfaction, and Growth is the essential guide for anyone navigating this highly competitive world. Drawing on over 45 years of hands-on experience as an employee, senior business leader and consultant, the author delivers a practical, no-nonsense roadmap for business improvement. Operating within the after-sales (aka aftermarket) marketplace for products and services are:
• Original equipment manufacturers (OEMs) • Stockists • Distributors • Maintainers • Replacement manufacturers (copyists) • Recyclers Chasing the same customers, they create a fast-paced, high volume, complex and constantly changing marketplace. Written in a concise, accessible style, the book focuses on the most commonly occurring challenges that prevent after-sales organizations from achieving optimum performance. Using many real-life examples and industry insights, it reveals proven strategies, frameworks and key secrets used by top performers to attract, retain and grow high-value customers. Ideal for entrepreneurs, business owners, leaders, investors and students, this book is like having a dedicated consultant on-call to help you transform performance, boost return on investment (ROI) and stay ahead of the competition.
"Finally, a complete guide for the vital subject of after-sales support! Services revenue drives the business models of many companies, and after-sales care is a crucial determinant of customer satisfaction."
Kevin Michaels, MD at AeroDynamic Advisory
"A pragmatic and insightful, end-to-end view of the after-sales service and support marketplace. After-Sales Excellence delivers a concise and practical roadmap to both overcome and proactively avoid the common challenges that prevent success."
