He who cares wins
13 September 2012
The military aircraft and support systems group of British Aerospace knows that customer support is key to its business. And it is responding with support programmes tailor-made for them. Peter Varley explains
The suitability and value of the lifetime customer support package that a supplier can offer is becoming a crucial aspect of procurement decisions, and central to suppliers’ ability to win and maintain contracts. Nowhere is this more true than in the defence industry, where, typically, support costs can be four or five times that of the initial purchase and where,...