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Instrumentation Service Contracts: Opportunities for Differentiation

Published by: BioInformatics, LLC

Published: Jul. 1, 2008 - 136 Pages


Table of Contents


Introduction

Significant Findings

Market Overview of Maintenance and/or Service Contracts

Competitive Analysis of Maintenance and/or Service Contracts

Perceived Costs and Value of Maintenance and/or Service Contracts

Customer Satisfaction with Maintenance and/or Service Contracts

Customer Preferences for Maintenance and/or Service Contracts

Receptivity to Multi-Vendor Maintenance and/or Service Contracts

Conclusion

Methodology and Questionnaire

• Questionnaire Overview

• Questionnaire Design

• Demographics

• Questionnaire: Your Experience with Maintenance and Service Contracts

Presentation of Survey Data

• Your Experience with Maintenance and/or Service Contracts

• Evaluating Your Lab's Maintenance and/or Service Contracts

• The Terms of your Lab’s Maintenance and/or Service Contracts

• Your Ideal Maintenance and/or Service Contract

• Demographics

• Operational Research Budget

• Role in Instrumentation Selection

• Market Segment

• Job Position

• Geographic Region

• Area of Research

Appendices

• Appendix A: Insights and Perspectives

• Appendix B: Cross-Tabulations of Survey Data

• Appendix C: Other Publications

• Appendix D: About BioInformatics, LLC

• Appendix E: Our Valued Clients

Abstract

Navigating the complex terrain of service and/or maintenance contracts poses new challenges for life science suppliers. Instruments have become more sophisticated and customers are more demanding. How do you differentiate your offering, thereby charging premium prices and creating customer loyalty? Structuring contracts in a way that responds to the unique needs of each client is the key to winning in this increasingly competitive landscape. Instrumentation Service Contracts: Opportunities for Differentiation will help you examine your own service and maintenance offerings to better balance risk, quality and costs - and be more responsive to what makes your customers happy. This in-depth market overview and competitive analysis of the most common types of contracts offered in today’s market will help you manage - and optimize - your service and/or maintenance contracts.

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