Page 165 - DMGT522_SERVICES MANAGEMENT

Services Management

Notes Communication Management: Communicate via E-mail and fax

Forecasting: Assist with future sales goals, targets, and projections

Opportunity Management: Manage leads and potential leads for new customers
Order Management: Obtain online quotes and transform inquiries into orders
Document Management: Develop and retrieve standard and customisable management
reports and presentation documents
Sales Analysis: Analyse sales data

Product Configuration: Assemble alternate product specifications and pricing
Marketing Encyclopedia: Provide updated information about products, prices,
promotions, as well as soft information about individuals (e.g., influence on buying
decisions) and information about competitors
2. Customer Services (CS): It is an after sales activity to satisfy customers by resolving internal
and external customer problems quickly and effectively. By providing fast and accurate
answers to customers, a company can save cost and increase customer loyalty and revenue.
Customer services include call centre management, field service management, and help
desk management.

Self Assessment

Fill in the blanks:
7. Whenever a .......................... buys a product, the retailer can track its movement – and even
generate a bill automatically, without the customer going to the cash counter.
8. Indian retailers can use IT integration as a development tool, like the ..........................
Inventory Management System (QRIMS), which links the stores through computers and
satellites to the vendors.
9. .......................... can have the latest data on merchandise movement in the stores, and be
saved from excess inventory and stock, preparing their delivery schedules ‘just-in-time’.
10. .......................... is implementing RFID technology mainly for managing its supply chain –
from vendors to warehouse and then to the shop floor – with carton level tagging.

7.3.7 Customer Services Capabilities

1. Call Centre Management:

Provide automated, end-to-end call routing and tracking
Capture customer feedback information for performance measurement, quality
control, and product development
2. Field Service Management:
Allocate, schedule, and dispatch the right people, with the right parts, at the right
time

Log materials, expenses, and time associated with service orders
View customer history
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