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 "Our Take"
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"Our Take"
"Our Take" is a collection of daily
vignettes covering a wide range of CRM topics. It's an attempt to add our own spin to the world of CRM. We will use the column to share our perspectives, opinions,
epiphanies, web nuggets, or quite frankly anything that moves us. Get ready to expect the unexpected. And, don't be shy about sharing your thoughts.
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10/2/06 - Making the Case for Field Service
Although I have implied as much in this column, I've never specifically stated that field service is more important in some industries than others. One common denominator tends to traditionally be large equipment manufacturers as well as utilities. Another common denominator deals with businesses that sell a product at cost or at a loss in hopes of making profit on the subsequent services.
One vendor wrote, "Field service is important for customers purchasing a 2-Ton HVAC unit for a building from York/Johnson Controls or the consumer buying a set top box from DirecTV. Both purchases have an added component of service implied in the purchase of the asset, and the quality of that service delivery will likely dictate the duration and continuation of the relationship."
This person went on to quote a Gartner study by noting “for more than 80 percent of organizations in asset-intensive industries, revenue gains from aftermarket business from established customers will exceed sales to new customers.” Thus, field service talks directly to customer loyalty and retention.
Gary Lemke, Publisher
(Share your thoughts)
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