If you think your post-sales services are running well, with just a few snafus here or there, you’re likely wrong. The KPIs most companies use to measure post-sale performance are lulling them into a false sense of security. Even when customer service call wait times, spare parts arrivals, asset recovery velocity and the like meet their goals, chances are your post-sale operation is still losing millions of dollars. This paper reveals what your KPIs aren’t telling you and what’s needed to turn the ship around.
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