The Thoratech field journal.
Operating notes on running customer operations for industrial and manufacturing businesses. Written by the people who do the work, not the people who sell it.
How Manufacturing Companies Can Manage Customer Support Without Adding Internal Headcount
Growth creates more follow-up, not just more calls. How manufacturers and OEMs can build customer-operations capacity around lead, dealer, service, field, warranty and AMC follow-up without continuously adding internal headcount.
The OEM Follow-Up Gap: From Lead Qualification to AMC Collection
Why enquiries, complaints, service cases and AMC invoices stall inside OEMs, and how disciplined central follow-up turns activity into closed outcomes.
Why Most IndiaMart and Digital Leads Die Before the First Call
Most manufacturing leads aren't lost to competitors, they're lost to silence. Here's the operating discipline that turns a raw enquiry into a tracked outcome you can actually win.
What Happens to a Lead After You Hand It to Your Dealer?
You hand a lead or a complaint to your dealer and then go blind. Here's how to keep visibility and accountability, all the way to the customer.
"Closed" Is Not "Resolved": Fixing After-Sales Complaint Governance
A complaint marked "closed" and a customer who's actually satisfied are not the same thing. Here's how to make sure they are.
The Revenue You Already Earned and Are About to Lose: AMC Renewals
Your hardest-won revenue is the customer you already have. Most manufacturers let it quietly lapse. Here's the renewal engine that stops the leak.