售后服务流程，一个新的主战场.docxVIP

H A M M E R A N D C O M PA N Y Post-Sales Support Processes: The Next Competitive Battlefield March 2001 ? Hammer and Company 2001 All Rights Reserved table of contents Executive Summary 1 Introduction: The Search for Competitive Advantage 2 The traditional bases of competitive advantage no longer suffice; the search is on for new opportunities for differentiation. Post-Sales Support 3 Post-sales support processes are an emerging key to strategic advantage. The Crisis in Post-Sales Support 4 Post-sales support processes are in very bad condition in most organizations. Opportunities for Transf