Nearly all the products we buy today, from a consumer durable to a personal computer, have a service aspect to the purchase. The purchase of a laptop, for example, may come bundled with an annual maintenance contract or AMC, which is service that runs alongside the pure product buy.
Successful companies are those that can bundle a product along with its service, ensuring that the customer has life-long peace of mind. Easy to understand when you talk of a product – say a car battery. A service aimed at ensuring that the customer does not have ‘down-time’ will keep the buyer invested in the product.
The Economist says a product is that which you can point to whereas a service is something that you cannot “drop on your feet”. It is intangible, in sense, but like the product itself must have a client focus.
As the world goes digital, this may sound dated. The digital age is re-writing the way we interface with a product, including a real-life one such as a consumer durable. A buyer’s continuing happiness will depend on how the company that sold him the product handles the service around it, and that means doing so effectively in the newly-emerging digital delivery system. An AMC, a loyalty programme, an Air Miles program and holiday time-shares are services that are integral to the product eco-system. Customer focus is one, continuing customer focus in the service domain is another.
Product service may sound like a generic word but the truth is that it is specialized to the extent that it encompasses a product and its related features. Tie this to services surrounding the product and you have a system that can either be client-focused or not.
Read More: IT Product Support Services
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