Brent Finnamore

The world-class mro event team Brent Finnamore

MRO organizations perform product maintenance, repairs and overhauls as their core business. When a customer sends their product for MRO services it is called an Event. More than any other type of interaction, Events are especially important to the customer and stand out disproportionally in their minds as they judge the quality of your organization. While much has been written about customer service excellence, very little has been written about the unique dynamics and needs of organizations that perform MRO services or the Event Teams that deliver them. In PART I we will discover an enormous opportunity to dramatically improve the customer's experience in the MRO enterprise by optimizing the performance of the entire Event Team. In PART II we will learn about the critical role of the Customer Event Manager (CEM) - part of the customer support function and a key member of the Event Team - and how to optimize this customer-facing role to provide world-class service.