Download e-book for kindle: After Sales Management. Marketing - Logistik - Organisation by Michael Baumbach, Alexander Titus Stampfl

By Michael Baumbach, Alexander Titus Stampfl

ISBN-10: 3446219021

ISBN-13: 9783446219021

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Extra info for After Sales Management. Marketing - Logistik - Organisation

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Hierbei ist eine hohe Kundenintegration möglich und erforderlich. 38 After Sales Marketing ➽ Xerox (,,The Document Company") ist ein typischer Solution-Provider. Das Unternehmen stellt nicht nur die Kopiergeräte und den Instandhaltungsservice, sondern auch den erforderlichen Toner und das Papier für die Kunden bereit. Diese Gesamtleistung verrechnet Xerox über die Anzahl der Kopien. Erkennt Xerox, dass die Anzahl der Kopien in einem Gebäudebereich entsprechend angestiegen ist, stellt das Unternehmen, nach Absprache mit dem Kunden, einen Kopierer mit höherer Leistungsfähigkeit oder einen zweiten Kopierer zur Verfügung.

Diesen Kundennutzen sollten After Sales Provider klar kommunizieren und, wenn möglich, nachweisen. Ferner sollten die Verträge für beide Seiten faire Ausstiegsmöglichkeiten enthalten. ➽ Die Kunden von Ammann/Caterpillar in der Schweiz haben Kostentransparenz, weil sie jährlich eine Gegenüberstellung ihrer geleisteten Serviceprämien und der Serviceaufwendungen von Ammann/Caterpillar für Ersatzteile, Reparaturarbeiten, Reisekosten etc. erhalten. Haben die Kunden während der gesamten Vertragsdauer weniger Serviceprämien bezahlt als Ammann/ Caterpillar Serviceaufwendungen hatte, trägt Ammann/Caterpillar die Differenz.

B. nur eine Konditionsverhandlung) • Grundlast im After Sales Service • Informationen über das Anwendungs- und Langzeitverhalten der Primärprodukte • Informationen über Kundenbedürfnisse und Wettbewerberentwicklungen • Kontinuität in der Kundenund Primärproduktbetreuung • Preisbündelung als spezielle Form der Preisdifferenzierung Tab. 1: Kunden- und Anbieternutzen von Serviceverträgen Für Primärprodukthersteller liegt bei Serviceverträgen der Hauptnutzen in der stärkeren Kundenbindung sowie in der Leistungs- und Preisbündelung.

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After Sales Management. Marketing - Logistik - Organisation by Michael Baumbach, Alexander Titus Stampfl

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