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Customer support and service (CSS) involves a range of after-sales activities which relate to the manner in which products and services are delivered, bundled, explained, billed, installed, repaired, renewed, and potentially redesigned.


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The Stage

Customer Support and Service (CSS) is founded upon a customer focused, or customer-centric, business philosophy. Ongoing company profitability is related to how customers perceive the levels of support and service offered by an organisation. It has been predicted that the prioritisation of CSS investments will be a major component relating to organisational growth over the next few years.

The economics relating to the provision of CSS i.e. the balancing of levels of service against the cost of provision is a matter of key importance requiring company-wide coordination along with the integration of information and communications systems.

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