Customer Service and Support can be used for non-operational and strategic roles. This includes cross-sell, up-sell, campaign introduction, feedback surveys, process improvement and product design improvements.
Customer service and support supply chain is of a different order. First is urgency- where a faulty product disrupts customer's life and needs to be attended to and secondly, you may not get any money to fix the issues. Smart organization understands that supply chain for customer service is as important as that for order fulfillment.
For a good customer service and support function, it is important that you know the relevant areas of your organization and also about customer profile along with the history of his transactions with you.
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