AfterSalesManagement
AfterSalesManagement refers to the set of activities that handle a product or service after the sale to ensure customer satisfaction and ongoing value. It encompasses support, maintenance, repairs, warranties, parts logistics, returns, and service optimization. It aims to turn post-sale interactions into durable customer relationships and recurring revenue through services and spare parts.
Core components include customer support and case management, field service management, warranty and claims administration, parts
Key metrics include first-time fix rate, mean time to repair, response time, service-level adherence, warranty cost,
Technologies used include CRM, ERP, enterprise asset management, field service management software, knowledge bases, and remote
Challenges include fragmented processes, globalization, obsolescence of parts, data quality, and integration with legacy systems. Industry