| With the development of computer technology and growing competition, the difference between the computer company’s products is in the constantly shrinking, post-sales service is becoming the new focus of the business competition and a service-oriented era is forming in the computer industry,as all we know,technical support is the key in post-sales service. Through the fierce market competition and management practices, computer companies gradually realized that a good service not only for the company to win credibility among customers, but also bring more profits.Therefore, the computer companies only only focus on improving product quality, but also should pay attention to setup or improve post-sales technical support system in the same time,to ensure timely and high quality technical support service to customers, to win the favor of users, to gain greater competitive advantage in the market, and to expand market share, allowing companies to get a better economic benefits; In addition, by providing high-quality post-sales technical support service to customers, get closer to customers, so to acquire the latest information from the market and demand timely, so it can encourage enterprises to improve products and services,then enable enterprises always be in the leading position of the competition, and provide a basis for decision making for the company to achieve sustainable development strategy.Taking IBM as an example, by understanding and analysis of IBM’s post-sales technical support system, summed up the successful experience of IBM’s post-sales technical support system, and analysed the problems in the post-sales technical support system, and explored possible improvements and measures. Combining with the actual situation of domestic computer companies in post-sales technical support system, put forward specific improvement measures and strategies. Hope to provide some reference for the domestic computer companies in the improvement of post-sales technical support system. |
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