In 2-3 days, using this audit, you can review your whole customer
support/after sales programme. Measure "how good" your customer
support is - then look deeper and see how well you use it to
differentiate your business and to win competitive advantage.
Complete the audit and get answers to questions like these about
your customer support programme: How well does it cater for
different market segments? Is it cost effective? Do you use the
best mix of in-house and external resources? How well do you set
goals, control costs and ensure flexibility? How well do support
teams work? How effectively do you manage the information available
about a) your customers and b) your own business? Overall, the
audit results are designed to help you map out the "ideal" customer
support program for your business. The audit's seven steps are:
Step 1: Define the Strategic Role of Customer Support Step 2:
Assess the Support Marketing Mix Step3: Evaluate Pricing and
Marketing Communications Step 4: Review Access to Customer Support
Step 5: Determining Support Process Capability Step 6: Assess
Performance Management Step 7: Developing the Business through
Customer Support
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