To create an exceptional service experience and an efficient service management supply chain, today firms have developed expertise in different areas viz., anticipating customer service requirements, designing and building products for serviceability, leveraging new technologies for service management and delivering and integrating partners seamlessly into the service-to-profit supply chain. Service Lifecycle Management (SLM) is a business practice based on integrated service delivery model and focused on streamlining various functions of the post-sales service operations. The SLM strategy offers compelling bottom line benefits in the form of increased revenue, lower costs and improved customer satisfaction/retention. This book is an attempts to present the changing scenario in the post-sales service business, emerging service management practices, etc. at large, it focuses on the strategic approach to service i.e., IT enabled integrated service delivery model, ‘Service Lifecycle Management’. Besides, it offers worthy insights relating to management of integrated service delivery and the roadmap for successful transition of service into growth engine in the post-sales operations. The service organization of the future is one that delights its customers with responsive, qualitative and proactive service. Aftermarket service quality drives the customer satisfaction and retention, and therefore, determines the success of business. Besides, the increasing use of Service Level Agreements presents a considerable challenge to service providers. Organizations should, therefore rationalize their post-sales functions and enhance their capabilities with the emerging practices such as SLM. This book is designed to help professionals, executives and students of management and information technology (IT) to better comprehend and make use of the potential knowledge and insights if offers. It is hoped that those for whom this is meant will reap full advantage.
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