Product Support is a service provided by some retailers —primarily ones dealing in electronics and IT goods— that provides the consumers with a resource for product-related information and help if the product does not function as it is meant to. The purpose of Product Support is to ensure that, after the sale, consumers derive maximum value from use of the product. As the finale in the 3-stage product lifecycle, Product Support almost never gets the necessary marketing attention as compared to the other two – the Core Product and the Actual Product.
Given the sustained boom in the IT products industry, the relevant question in this context would be – is marketing investment in Product Support a good bet? Given that the White House Office of Consumer Affair found that satisfied customers who get their issue resolved tell about 4-6 people about their experience while dissatisfied customers tell between 9-15 people about their bad experiences each, it just might be worth the effort.
Read Original Post on CMS IT Services Blog - Product Support Strategy
As one of India’s top IT services firms, CMS IT services has support infrastructure spread across 30 branches and 220 direct support locations in India. CMS provides complete solutions to large corporations across all sectors, including banking, insurance, retail, telecom and manufacturing.
ConversionConversion EmoticonEmoticon