Customer Service Perspective

The Customer Service Perspective

Vision, Mission and Strategy of Microsoft with a Customer Service Perspective

Following are the three objectives from a customer service perspective for Microsoft.

To become an epitome of after sales service in the industry and become a success case study in this regard for other organizations

To create a sales and front line workforce (interacting with the customers) that can provide the best customer service experience to the customers

To, constantly, improve the customer service quality delivered by Microsoft regardless of time and space

Even the most rudimentary knowledge of marketing management would allow any individual to conclude that the above-mentioned objectives, which are from a customer service perspective, are directly in line with the mission, vision and strategy of Microsoft Corporation. The organization has a famous vision statement which says that the organization is aiming at ensuring that every device in every home has Microsoft Software. Microsoft defines the organization's mission as the constant pursuit of enabling people and businesses to realize their fullest possible potential. Furthermore, the strategy of the organization is to gain footing in the software industry with a market penetration strategy.

Now, quite clearly, only when Microsoft is able to satisfy and delight customers, it would be able to ensure that every device at every home has Microsoft Software. Companies with poor customer service induce negative press and bad word of mouth marketing from the side of the customers which cannibalizes future sales (Reinartz & Kumar, 2002). Therefore, Microsoft's success at ensuring that it is perceived as the best after sales service provider organization would allow the organization to, better, retain company's existing customers and attract potential customers, as well (Schneider & Bowen, 1995).

Objective

Measure

Target

Action

 To constantly improve the service quality provided to customers by Microsoft, regardless of time and space

Customer satisfaction surveys

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