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Whether a company provides a product or service, support for that product or service is what makes or breaks the company and its offer.
That said, customer focus should not be a major cost. IF cost is high, there are other issues that need to be addressed. Performing the right analysis, segmenting the reasons behind cost over-runs and correcting the issues at the root cause will not only save money for the company, but reduce cost for the customer (both in time and effort invested by the customer) and lower customer service cost for the company.
Plenty of data is available. How a company uses and reviews this data is key.
Ms Lana, I can illustrate by given an example of IKEA , the organizations that is customer focused, which is the right thing to do , yet low on cost.
They work together with manufactures and customers to keep the cost low.
IKEA with their manufactures, produce on mass scale, deriving the advantage of economies of scale and the manufactures don't assemble the product for the customers because IKEA pursues their customers to do it your self, thus reducing manufacturers cost.
IKEA with their customers, they say to customer to seek, find , select and buy on your own, transport on your own and finally assemble on your own. They say lets Together save money , help reduce our cost and we will pass on the cost benefit to you.
Customers have accepted this care of the organization.
Customer focused, offering good quality at low cost.
Put the right person in the right place
Organizations can reduce their costs through training of the personnel so that they efficiently deal with customer queries right time first time. This will reduce recurrence of queries thereby reducing costs.
They can also upgrade their systems and equipment to ensure that they aid in query resolution faster thus saving time.
The pricing method includes fixed cost + Variable cost, we cannot reduce the fixed cost. But we can play around with the variable cost
The variable cost include such as ware house cost , show room cost and etc. instead of spending too much on variable cost we can promote our products through online which is called online marketing. This will be a better idea since the world has effected with the technology
For example we can have look at promotional websites like, www.alibaba.com, www.qatpedia.com, www.ooredoo.qa, www.qatarairways.com and Etc.
