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Managing Engineering and Technology Sixth Edition Morse and Babcock

Managing Engineering and Technology Sixth Edition Morse and Babcock. Managing Engineering and Technology Sixth Edition Morse and Babcock. Engineers in Market and Service Activities Chapter 13. Chapter Objectives. Describe the need for engineers in marketing

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Managing Engineering and Technology Sixth Edition Morse and Babcock

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  1. Managing Engineering and Technology Sixth EditionMorse and Babcock

  2. Managing Engineering and TechnologySixth EditionMorse and Babcock Engineers in Market and Service Activities Chapter 13

  3. Chapter Objectives • Describe the need for engineers in marketing • Describe the various ways engineers work in the service industry

  4. Marketing is the interface between a firm and its customers.

  5. Marketing Relationships • Transaction-based • More sustained • Highly committed

  6. Types of Industrial Products • Installation • Accessories • Raw Materials • Process Materials • Component Parts • Fabricated Items • Maintenance/Repair/Operations • Service

  7. After Sale Service Selling is easy. Maintaining customer service is the hard part

  8. Importance of Service Industry • 7 out of 10 Americans work in service sector • 2/3 of GNP comes from service industry • Central Florida is service Mecca

  9. Importance of a Satisfied Customer • Average service business loses 10% of volume due to poor or inattentive service • 96% of unhappy customers never complain, but 90% never return, each one tells at least nine others, and 13% tell more than 20 others • Each happy customer tells at least five others, some of whom will become your customers

  10. Importance of a Satisfied Customer, cont. • Best opportunity to increase sales and market share is through your present customer base, it costs five times as much to attract a new customer as it does to maintain an existing one. • Best indication of an organization’s long-term financial success is the customer’s perception of the relative quality of service.

  11. E-Marketing • Redefining the marketplace • Altering business strategies • Allowing global competition between businesses

  12. Technical Employment • Manufacturing decreased • Service increased

  13. Service Industry Examples • Computer applicationsChangingInformation technology • GovernmentTransportationDepartment of Defense • Green Engineering • College teaching and research • Biomedical and health services

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