Be faster, more agile, better for customers & shareholders, less costly, with high performance and low lifecycle cost

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Let's prepare the teams to have customer as a value and drive all policies and procedures.

• Lectures
• Coaching
• Brainstorming sessions
• Internal Forums
• Customers Forums

Articles to help enlighten the need to have the teams all aligned around the customer:

Customer Relationship Management, a Winning Strategy

Customer Experience is More Important than the Product

Customer Centered Organization, a Winning Strategy

Focus on Customer Focus not on Customer

Customer Satisfaction shall be in the “DNA” of the company

• Processes review and development
• Identification, analysis and development of disruptive solutions 
• Outsourcing of processes 
• Build interface with suppliers and product and / or service partners to improve their results and integration with the company 
• Management Tools definition and development

Articles to help understand the importance on working in processes:

Why Process Management?

Results Management, path to Excellence in Customer Support & Services

Disruption, a consequence of falling in love with your customer

• Customer Value Development in the company 
• Definition of profiles, skills and knowledge required for each position created or reviewed 
• Preparation / training of people to perform their duties 
• Definition of Organisation
• Provision of skilled labor 
• Creating and Reviewing Customer Support Policies 

Certainly the most important cornerstone in Customer Support & Services. See some articles showing the level of importance:

Is Your Team Prepared to Excel with Customers?

Truth, the Whole Truth and Nothing But the Truth.

Change Management, an important competence.

Team Management, path to Excellence in Customer Support & Services

A very comprehensive customer satisfaction survey can help you understand how your customer is perceiving your product, your support & services, your company.

Let's find out if your customer feels unique, well treated and loyal to you.

Areas  and processes where you should focus to improve or to strengthen.

Let's benchmark.

See this clarifying article about listening to customers:

Do not pretend to think you know what customer wants and likes. Big mistake. 

You must ask him!!

Avoid bad profit. 

Be a customer centered organization, value their voice,  focus  on customer focus, listen to them, act fast and collect the benefits.

Share our knowledge and experience acquired in so many years with companies which are interested in being excellent with customers.

A thorough internal assessment verifying every detail of a process operation.
 

A large questionnaire database, supported by state-of-the-art survey database tool, built by knowledgeable and experienced people to guarantee that all important aspects are covered and used by the consultants allowing all macro-processes to be reviewed with the eyes who has knowledge and prepared to challenge the status quo.
 

A Customer Satisfaction Assessment can be added to the diagnosis process.

Customer Support & Services Macro-Processes vs Basic Operational Cornerstones
 

Processes, People, Organization, Suppliers, Management Tools, Policies. All reviewed in details identifying weaknesses and strengths based on a large assessment database.

Results to show the maturity level to excellence and will allow properly identification what, where and when to focus.

Interviews, surveys (internal & external) will take us thru current situation and allow an "X-Ray" to learn and report.

See here a work plan.

Additional information on management principles important on Customer Support & Services:

The Proactive Management of KPIs

Internal integration, path to excel with customers

SUPPLIER, Critical for Customer Support & Services

Reviewing Processes to set the path to excellence in Customer Support & Services

Customer Analytics

• Consultancy in specific projects 
• Following up specific phases 
• Ongoing support for development of support and services 
• Maintenance cost and reliability analysis and studies 
• Recommended Spare Parts List analysis and studies 
• Analysis and cost studies of special support and service programs 
• Analysis of product maintainability characteristics 
• Support the customer training development processes 
• Additional and regular programs to consolidate customer value