Posted by: Writwik Nanda | June 06, 2012
In most companies, the service organization is an island, a self-contained operation distinct from the sales organization. The sales function is usually proactive – with a strategy to build and maintain customer relationships and with the benefits of a CRM to fine-tune its messaging. The service function, on the other hand, is reactive, responding to customer calls, handling repairs or taking care of other issues. It is purely a support function.