DBR7-1 (GR)
With this maintenance service being an entirely new division for Caterpillar we will need to seek
feedback from a large portion of leadership. We will especially need feedback from the hiring managers
to understand our limitations in rolling out the new service. We will have to create a monthly meeting to
understand the current areas we can cover with technicians available. This feedback will be crucial so
that we don roll out our service without the proper logistics and manpower to deliver a quality
product. We also need to schedule weekly meetings with sales and marketing to determine how we
want to sell this product. We already have the customer base that we are going to sell to, but feedback
from sales and marketing will be beneficial to specifically target the customers’ needs and desires.
Feedback from customers will be vital for the development of this product. Due to having our
customeràemails already we will be sending monthly surveys that ask two things. The first thing we
need ask is what they want to see from the service. This will allow us to adjust our service to fit our
customers. The second piece of information we need feedback on is how our current service is working.
With us rolling out an entirely new services there are bound to be things that we won’t de perfectly right
away. This is where customer surveys will be crucial to determine what areas are lagging. We need this
feedback, because, õstomer feedback is important because it serves as a guiding resource for the
growth of your company.(Scout, 2022)
For our internal team we will utilize receptive internal communication to make sure that we are keepign
everyone informed of where we are at in rolling out our service. This communication will utilize email,
video conferencing, and instant messaging software to keep open lines of communication at all times.
For our customers we will utilize both transmittal communication and receptive communication. For the
transmittal communication we will utilize email and newsletters to keep our product on their minds. For
the receptive communication we will utilize email surveys and phone surveys to get as much customer
feedback as possible. We will need all forms of communication to rollout this product successfully.
Scout, H. (2022, November 21). Customer feedback: Why it’s important + 7 ways to collect it – help
scout. Help Scout: Shared Inbox, Help Center, & Live Chat Software. Retrieved December 4, 2022,
from https://www.helpscout.com/blog/customerfeedback/#:~:text=Customer%20feedback%20is%20the%20information,and%20especially)%20when%2
0it’s%20negative.

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