After-sales service = A brand building strategy – Bhaskar Vadlamani
The December 2017 edition of VARINDIA – India’s frontline IT Magazine, covers how after-sales service strategy eventually lead to either the brand building a good rapport with the customer or the brand’s fall-out with the customer. Bhaskar Vadlamani, Chief Customer Officer, Pi DATACENTERS, explains why after sales service plays an important role in customer satisfaction and customer retention.
“The success of any organization is highly dependent on the services it provides to its customers after the sale is done. In fact, I would go a step ahead and say that getting more revenue from an existing customer is much more in our control than winning a new customer. Traditionally if you look at the data, many successful enterprises claim that their repeat business is more than 90%. And adding new customers is predominantly in single digits. It’s not easy to sell given the tough competition in every domain and usually cycles are long.“ says Bhaskar.
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