After-sales, Afterthought?

At a Glance: Key Themes from the Full Insight

Too many organisations treat the after-sales customer journey as an operational necessity rather than a strategic advantage. Yet this overlooked stage often holds the key to sustained business growth through customer retention.

Drawing on decades of industry experience, this Insight explores why after-sales performance defines customer loyalty, profitability, and brand trust. It challenges traditional finance-led thinking and reveals how a reimagined after-sales strategy can become a company’s most powerful growth lever.

Whether you deliver complex industrial systems or everyday products, this article reframes after-sales as the true frontline of competitive differentiation.

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