Articles
RSSHigh-Value Manufacturers Need To Maximize Customer Ownership Experience By Randy Saunders, Cincom
July 24, 2006
•Article: Customer-Service Issues
Manufacturers of high-value capital equipment and their distributors recognize that the initial purchase of a complex industrial product is a fraction of what the customer will spend over the course of owning and operating that equipment. Over a product's 10- to 20-year lifespan, customers will rely on your service and warranty department's support to minimize downtime and keep their equipment performing.
Consistent and reliable customer service – the ability to "get it right the first time" – is critical to satisfying the ownership experience. Customers care nothing for the complexities that make delivering customer service in the manufacturing industry so different and more challenging than other areas. They don't want excuses or delays. If the customer's production line is at risk while waiting for a spare part or service, they demand immediate service. Manufacturers that meet these service expectations and challenges have an excellent competitive differentiator that can lead to winning new and repeat business.
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Randy Saunders is the marketing director for Cincom's Customer Experience Management products. He can be contacted at rsaunders@cincom.com.
