- Traditional Manufacturer. Offers “customer support” – i.e., if a product fails, they’ll come and reactively fix it
- Progressive Manufacturer / Today’s Manufacturer. Offers “customer service” – i.e., is able to proactively offer services alongside the product, to help the customer get the best from the product
- Tomorrow’s Manufacturer. Co-creates value with its customers within a value-based system. Barriers between product, service, supplier and customer are blurred and dynamic
Monday, 26 April 2010
I'm working on the first round table event which is going to deal with Excellent Customer Service. I've been fortunate enough to have been put in touch with Irene Ng (http://value-basedservicesystem.blogspot.com/), whose research lends a provocative perspective to this area. Having read some of Irene's work, and having seen a broad range of Manufacturer's offering different levels of Customer Service and Support, I'm beginning to view it like this:
I'm looking forward to what should hopefully be a lively debate in June!
I am Dan Hawker, a founder and director of a company called Bluefin, which specialises in helping organisations increase their business performance with SAP technologies.
I look after the Manufacturing sector for our organisation, and this blog is part of my contribution to the debate on how Manufacturers can adapt and win in what a lot of people term the "new reality".
Over the next few months, I'll be outlining the key battlegrounds that I think will shape Tomorrow's Manufacturer. For each one, I'll aim to provide some insight into how organisations can win in each of these battlegrounds.
I hope you'll find it of interest, and I'll be looking out for comments and feedback.