And Why Aftercare Sales Helps You Grow Your Revenue
It’s a business delight when customers are satisfied with your products and services. Strong customer relationships are built. At some point in your customer’s buying journey, it evolves into a personal connection. Years pass, and business revenue grows steadily. The market is now more competitive than ever, prioritizing customer relationship management and targeted engagement to succeed. Pursuing your niche market and courting them to say yes to your products and services becomes a strategic game of who is the best suitor for their needs and wants.
Also read: IT Group, Inc. Celebrates 21st Anniversary in the Tech Industry
Business relationships, like personal ones, are also hard to maintain. Most organizations need to establish long-lasting customer satisfaction and loyalty. Some relationships are short-lived; others settle at best. Others can be toxic, where customers experience a traumatic journey leaving a bitter taste for the company’s reputation. This should not be the case. Whether you’re a business-to-business (B2B) or business-to-customer (B2C) company, your business growth depends on protecting and nurturing customer relationships in all stages of the buyer journey.
Aftercare Sales Build a Strong Customer Service Relationship
Why Invest in Aftercare Sales and Customer Support Services?
When engaging with customers, the main goal is often to drive sales in the company—sometimes via hard, direct, and transactional approaches. However, building a great customer experience requires a steady pace and strategic after-sales support. While some customers prefer no attachments—just direct business transactions—others seek genuine commitment through customer engagement strategies, especially if your goal is to create solid, long-term customer loyalty. One key strategy is aftercare sales.
According to McKinsey & Company, “there is a market for aftercare sales. Aftermarket services are an execution game. Companies improving sales force effectiveness by understanding their customers’ propensity to buy services will win.” Aftercare sales form an essential part of holistic brand awareness and customer relationship management. Their impact lasts longer than any big one-time sales.
Holistic Brand Awareness for IT Solutions Providers
The business game is no longer just about products and services. It’s about managing the entire buyer journey and delivering an exceptional customer experience from beginning to end. Many businesses unknowingly neglect the importance of continued support customers yearn for after the initial sale. Aftercare sales build reassurance, establish trust, and communicate, “We are here to help you beyond the sale.” This holistic branding approach strengthens your company’s reputation and brand identity over time.
In the competitive tech industry, where software and technology offerings frequently change, trust becomes a crucial differentiator. Leading IT solution providers in the Philippines and ASEAN region, like IT Group, Inc. (ITG), exemplify companies that integrate aftercare sales with digital transformation services, business consulting, and IT partnership. With over 20 years providing digital transformation, service delivery, certifications, and subscriptions, ITG emphasizes the critical role of customer engagement in their sustained growth.
Customer Satisfaction and Experience-Led Growth
ITG’s strong partnerships with renowned tech companies have built their brand on trust and excellent customer support. Aftercare sales is a vital facet where ITG excels, delivering superior overall customer satisfaction and engagement. “Everyone wants satisfied customers who repeat business and share positive experiences,” said Christine Barney in Forbes, emphasizing that customer satisfaction depends on managing expectations throughout the customer lifecycle.
According to McKinsey’s report on experience-led growth, customer satisfaction is directly proportional to revenue growth. “A strategy focused on improving existing customers’ experience can deliver breakthrough growth, often more than double industry peers.” Growth leaders know their customers personally, tell a compelling growth story, and use predictive analytics to deliver timely and relevant messages, focusing on long-term growth instead of short-term profits.
Earn Customer Loyalty and Drive Steady Revenue Growth
As your customer relationships develop, the next step is enhancing their experience through aftercare sales and ongoing engagement. Consistent efforts increase customer loyalty and boost business growth. McKinsey highlights that companies with experience-led growth strategies paint a future vision for fulfilling their brand promise over 3-5 years.
Aftercare sales create additional revenue streams beyond the initial sale, similar to how car companies generate revenue through repair and maintenance. Authorized partners extend this ecosystem, enabling trust and engagement even without direct company contact.
Venture Together: Strengthening Customer Relationships in Digital Transformation
IT Group, Inc. continues to be the leading IT solutions provider in the Philippines and ASEAN region, operating offices in the Philippines, Indonesia, Malaysia, and Singapore. With 200+ clients and 250+ successful digital transformation projects, ITG values partnerships and customer relationships from software sales to aftercare sales.
ITG’s Managing Director for the Philippines, Jop Cornelio, shares: “We venture together with our clients, inheriting part of their business—from purchasing solutions, training people, to support when issues arise. It’s a full-cycle, genuine partnership.”
Moreover, ITG’s CEO Cris Gamboa states: “We value our people so they can value our customers. ITG adds value by co-creating tailored solutions based on deep industry and customer understanding. Technologies and industries may evolve, but finding the right partner is the best investment you can make—one that ensures resilience and success.”