Aftersales Management: Creating a Successful Aftersales Strategy to Reduce Costs, Improve Customer Service and Increase Sales

The completed sale is not the end of the process in commercial transactions, yet many companies do not have a cohesive structure in place for handling aftersales transactions other than maintaining a complaints desk. However, numerous products and services beg for customer care after the sale is completed. Complicated products require customer training to be used properly. Smoothly managing the needs and expectations of customers, as well as those of internal stakeholders, are worthy of the attentions provided by this book. Focusing on the logistical and financial costs of both good and poor aftersales management, this book provides direction for companies that want to look beyond the landed sale. Annotation c2010 Book News, Inc., Portland, OR (booknews.com)