Quality Service and Support essential for Suppliers to Life Scientists as Technological Differentiation becomes harder to achieve.

As competitive forces and technology have merged to create superior customer support capabilities, customer expectations of superior service have been correspondingly raised. A customers level of satisfaction will be derived from the sum of each and every encounter he or she has with a supplier. When a customer experiences a problem, exemplary service can generate corporate goodwill. However, when a product fails to arrive on time or a replacement cannot be delivered when needed, a scientists ability to perform his or her experiments is compromised or delayed, and a sense of injustice emerges.

Research and Markets announces the assition of the 2004 "Service & Support for Life Science Products" report to its offerings.

At many life science companies, customer service and technical support activities have traditionally lacked the excitement associated with developing innovative technologies and products for scientific research. However, the value of customer service and technical support in this market has increasingly been recognized over the past decade.

As competitive forces and technology have merged to create superior customer support capabilities, customer expectations of superior service have been correspondingly raised. A customers level of satisfaction will be derived from the sum of each and every encounter he or she has with a supplier. When a customer experiences a problem, exemplary service can generate corporate goodwill. However, when a product fails to arrive on time or a replacement cannot be delivered when needed, a scientists ability to perform his or her experiments is compromised or delayed, and a sense of injustice emerges.

By adopting the customers perspective of the buyer-seller relationship, suppliers are better able to create real value for their customers, which ultimately generates higher levels of satisfaction.Achieving such satisfaction is critical to suppliers because it leads to increased customer loyalty, which drives market share and profitability. In a market where technological differentiation is becoming difficult to achieve, providing quality service and support has become an important way to create value and ensure loyalty.

This second edition of Service & Support for Life Science Products is based on a detailed 33-question survey of over 1,000 life scientists. The 2004 edition re-examines the expectations of scientific customers as they relate to service and technical support from their suppliers. By helping these suppliers to fully understand these expectations, this report will assist them in building customer loyalty through responsive service and support.

The major objectives of this report are to identify the most important attributes of the Customer Service and Technical Support departments and also to understand the ways in which life scientists prefer to order and receive products and to identify common problems encountered during this process. The report also aims to identify the reasons why customers contact Technical Support department
and also to ascertain the most important Website features that facilitate customer service and technical support.
The life science suppliers that are perceived as offering best-in-class" customer service and technical support are also identified.

For a complete index of this report click on http://www.researchandmarkets.com/reports/41639

About Research and Markets Ltd.
Research and Markets Ltd. are Europe's largest resource for market research. R&M distribute thousands of major research publications from the world's leading publishers, consultants and market analysts. R&M provide you with the latest forecasts on international and regional markets, key industries, the top companies, new products and the latest market trends.

For additional information on ResearchandMarkets.com, their range of reports or their value-added services, visit their web site at http://www.researchandmarkets.com or mailto:press@researchandmarkets.com