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Abstract:
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The research problem of the study can be outlined as follows: How should the Area Product Manager (APM) operate in order to maintain or improve the customer satisfaction in Nokia NMS/2000, operation and maintenance center, aftersales process? -In order to find the strategy operator's business, APM's role, key tasks, responsibilities and activities in GSM Network management system have been viewed. -Understanding the operators' business is very important issue, it is the basis of the whole strategy. Participation in Account Team's meetings is very important for APMs. This Account management process not only takes a partnership-oriented but also a teambased approach to anticipate and meet customer needs leading to maximum customer satisfaction. However, Account Teams do not work always as efficiently as possible and therefore the Account management process still requires more work and improving. -There is not the one and only strategy for Area Product Manager in aftersales process, because culture makes differences, operators are in different phases of a network lifecycle, personal attitudes and working behaviour in an Account Team have an effect as well. However, APM must have unique selling proposition (USP) for every customer. APM has to figure out what to say to the customer to produce the desired response. -The significance of sales argumentation is increasing and it means that:- The argumentation should be more commercially motivated.- APMs should see GSM/DCS operation and maintenance centre more as a solution to the customer than a technical product.- More sales training for APMs are needed as well, the approach should move from technical to more commercial so that technical information is presented in more understandable way. |