The WLM proposition enables companies to:
- Understand why their aftersales problems occur and what to do about them
- Dispel myths regarding customer expectations and rights
- Design a much stronger aftersales proposition at little additional cost
- Implement and manage enhanced cost control processes
The benefits to companies are as follows:
- Major aftersales cost reduction
- Enhanced customer proposition
- Greatly improved supplier relationships
- Massively improved customer service reputation
- Enhanced sales staff morale
- Increased sales of both goods and added value services
- Large scale reductions in retail cost of service
- Simplified logistics processes
- Improved purchasing opportunities
- Opportunity to market as a consumer champion
Best of all is that the net cost of making these changes is very modest against the potential benefits.
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You can read about the proven cost savings models and concepts in Aftersales Management by David Brock, published by Kogan Page.