The service contract is a crucial source of revenue and customer satisfaction in the high-tech world. The seller promises certain benefits to the buyer and has a solid financial reason to honor these promises continuously. The buyer has specific ongoing needs that must be met and depend on the seller to satisfy those needs. In this article, first published in the September 2008 issue of American Laboratory, we explore the reasons behind the purchase and sell decisions and show that having a win-win relationship is in the best interests of both parties – it creates a mutual dependence that leads to both customer satisfaction and customer retention.
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Middlesex Consulting is an experienced team of professionals with the primary goal of helping capital equipment companies create more value for their clients and stakeholders. Middlesex Consulting continues to provide superior solutions to meet the needs of its clients by focusing on our strengths in Services, Manufacturing, Customer Experience, and Engineering. If you want to learn more about how we can help your organization sell more service contracts, please contact us or check out some of our free articles and white papers here.