Toshiba Cosmos Introduction
1. Introduction
Introduction
Customer Satisfaction
Customer Retention
Program
Total Quality
Management
Environmental
Care Program
Technical
Service
Parts/Supplies
Management
Customer Satisfaction
Analysis
Bench
Marking
Dealer Training
Program
Data Base
Marketing
Elements of After Sales Service
The strong triplet
End
User
Customer Retention
Complaint Management
Customer Satisfaction Analysis
Information
User
Manual
Leaflets
Technical
Service
Field Service
Control
Dealer
Distributor
Training Products
Internal
Information
After Sales
Service Control
TOSHIBA
Products
The position of the copier machine,
as an essential piece of office
automation equipment, is long
established. As such, copiers are
found everywhere from offices, to
libraries, educational institutions,
manufacturing plants, and even in
convenience stores.
In spite of this widespread acceptance and usage, the demand for
new machines is still high. Given
the level of market saturation, however, it is unsurprising that more
than 80% of all copiers sold are
purchased as replacement
machines.
At the same time, there is a multitude of competitors in this market
trying to attract existing or potential copier customers. However,
because the copiers offered by the
various competitors have many
similarities, it becomes increasingly difficult for the customer to
decide in favor of a particular
model.
This brings us to a crucial topic,
that of customer retention.
A customer's decision to purchase a
replacement machine
from their existing manufacturer or
not, depends, we
believe, on three critical factors:
machine/copy quality
satisfaction, service satisfaction,
and dealer trust.
1•1
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