It is indeed an importantaspect of trade: Customer
relationship management
/ Training and Education. The
Three pillars of the sector
would become a game
changer for various
companies if they look into it
seriously and invest in the
said activities. With more
number of products available
from countries such as China,
Japan, Taiwan etc, it becomes
imperative for domestic tech
service providers to enhance
and upgrade their respective
allied services to the clients.
The Industry has been talking about the after sales and service and
management for a long time now and some of the distributors have
also invested a formidable amount in terms for resource, 'train the
trainer' and education, but there is still a long way to go. There have
been instances of customers effected totally due to down time and
maintenance. The machinery and technology supplied to the
customers either have not been appropriately serviced or the operators
of the said machines have not been trained. These and more have led to
a silent chaos among the jewellery manufacturers and clients that
today every one of them are demanding an efficient after sales service
and training.
There is a dire need for
education, training and
understanding of the
intricacies of "after sales
service" in any professional
sector and this will only lay a
strong foundation for
structuring the respective
segment and upgrading for
better business and
relationship management. It
becomes imperative for the
tech and machinery Industry
in India to adopt a 360 degree
enhancement in terms of
educating the members through seminars, conclaves and forums that
will not only help the Founder Directors, but also the staff members to
understand the importance of the concept of "Customer service".
While there are many an Indian distributing companies who with
sheer passion for expanding their respective business have built in a
strong base comprising of intellectual resource and state of the art
infrastructure to service the existing and potential customers with
respect to the products and services they distribute. No wonder such
companies with critical infra support have been able to do incremental
business with the existing clients. There is also an immense reference
point that works for the said companies in their customers.
The "customer service" and "after sales service" logic also holds true
for all those dealers and distributors who import equipments from countries such as Italy, Israel, Germany, China and many other
economies to have a trained resource explaining A to Z about the said
product to the potential customers. Knowledge becomes a key aspect
here for sale. As they say first impression is the last, thorough
knowledge on the product will only build belief and trust of the
customer who will not only like to buy the said product, but also will
be satisfied with the after sales service that he can expect. He in turn
will become a good case study for the company to procure more
clients in the sector.
JTM bureau, through a thorough test market and research have
identified grey area's that still exist among the tech and machinery
segment and is addressing the nuances to make the tech industry a
strong and sustainable business for a long time to come. With more
number of suppliers and multinational companies setting up a
distribution channel, it is important for the existent players to invest
and look into the three pillars of business CRM, TRAINING &
EDUCATION.