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Master Thesis

Étude et mise en pratique d'un service autour des produits

Abstract : For the past twenty years, we have seen a democratization of services in industrial companies. Many types of services around the products are created: products installation, assistance, training, etc. One of the main objectives of the implementation of its various services is increasing the commitment of customers to the company. This loyalty can generate profits directly and indirectly. Directly, by increasing the volume of purchases of a customer over time. Among other things, the company will be able to sell products from other product lines and reduce management costs associated with this client. 3 Indirectly, because of word-of-mouth. The "loyal" customer will tend to talk about the company to members of his entourage who may themselves become customers. Thus, the sales of the company will increase just as his market share. To conclude, retention strategy is extremely profitable due to its much lower cost to customer acquisition policy but is not as easy to implement as it seems. We will also see what are the stages and challenges in the implementation of one of the services around the products in the one of the divisions of the multinational Honeywell in Cranves-Sales.
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Master Thesis
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Submitted on : Friday, April 25, 2014 - 9:03:10 AM
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  • HAL Id : dumas-00934314, version 1


Anthony Peguet. Étude et mise en pratique d'un service autour des produits. Gestion et management. 2013. ⟨dumas-00934314⟩



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