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Key Strategies for High Performance in After Sales Support
Roger Knocker • Feb 06, 2024
Key Strategies for High Performance in After Sales Support
Understanding the After Sales Landscape
After sales support is a critical component of business success, directly impacting customer
satisfaction and loyalty. In this section, we will explore key strategies to ensure high performance in
after sales support.
1. Customer-Centric Approach
- Implement customer feedback mechanisms.
- Personalize after-sales services based on customer preferences.
- Swiftly address and resolve customer issues.
2. Efficient Warranty Management
- Streamline warranty processes for quick resolution.
- Monitor and analyse warranty claims for insights.
3. Robust Inventory Management
- Maintain optimal stock levels to meet after-sales demand.
- Utilize technology for real-time inventory tracking.
4. Comprehensive Training Programs
- Train after-sales staff for product knowledge and customer service.
- Regularly update training programs to align with product advancements.
5. Proactive Maintenance Services
- Offer proactive maintenance packages.
- Predictive maintenance using data analytics.
Here are some suggested Key Performance Indicators
- % Customer Satisfaction Index (CSI)
- # Warranty Claims Processing Time (Days)
- # Inventory Turnover Rate
- % First-Time Fix Rate (FTF)
- % Training Effectiveness Index (TEI)
- % Predictive Maintenance Adherence Rate (PMAR)
- % Net Promoter Score (NPS)
- $ Average Resolution Time for Service Issues (Hours)
- # Backorder Rate (% Backorders)
- % Employee Satisfaction Index (ESI)
- $ Average Revenue per Customer (ARPC)
- # Return Material Authorization (RMA) Cycle Time (Days)
- % Customer Retention Rate (CRR)
- % Field Service Technician Productivity Index (FSTPI)
- % Parts Availability Rate (PAR)
- % Service Contract Renewal Rate (SCRR)
- $ Average Repair Cost per Service Request (ARCSR)
- % Escalation Rate (Escalations)
- % On-Time Delivery Performance (OTDP)
- $ Cost of After-Sales Support per Customer (CASSC)
Feel free to sign up for the KPI spreadsheet to access these and additional KPIs in a structured format that offers better context.
Watch the video below to see what you will get and how to use the KPI spreadsheet to take the guesswork out of KPIs
9 Steps to Master Successful Strategy Execution with KPIs - This piece is a detailed step by step guide on how to master strategic execution. Unlock the secrets to successful strategy execution with KPIs. Learn 9 essential steps to master effective strategic execution and achieve your goals. through actionable objectives.
Maximizing Sales Support Performance: A Strategic Approach