PPT模板(常人朵收集)-国外企业介绍.pptVIP

? 2006 Accenture. All rights reserved. DEEPENING CUSTOMER RELATIONSHIPS Pankaj Vaish NASSCOM 2008: India Leadership Forum 14th February, 2008 THE P OWER OF A STRONG RELATIONSHIP HOW TO DEEPEN CUSTOMER RELATIONSHIPS SMART CLIENT Set a joint vision; steer everyone to achieve it Manage to business outcomes – for both Actively govern the engagement Reinforce success together Team to outperform CUSTOMER EXPERIENCE – ACCENTURE’S POINT OF VIEW MAXIMIZING CUSTOMER EXPERIENCE ENHANCING VALUE CREATED Take an end-to-end view of the customers’ business needs Break down silos Team with customers in prioritization / planning of the engagement Bring domain expertise to the table Tailor to the customer One size does not fit all; each has unique needs Take a customer-centric approach to managing your own business Align your performance metrics rewards with those of your customers Drive innovation / improvement in what you do for them Help them drive the same in their organization EVERY CUSTOMER INTERACTION IS AN OPPORTUNITY * * Footnote Source: Source Roadmap Subject Title Unit of Measure MASTER STAMP * Footnote Source: Source * 7 4 1 8 5 2 9 6 3 RELATIONSHIP CONTRACTUAL ARRANGEMENT WEAK STRONG WEAK STRONG CUSTOMER RELATIONSHIP CUSTOMER EXPERIENCE VALUE CREATED SMART CLIENT High-performing businesses drive customer loyalty through the quality of the customer experience delivered Loyalty significantly adds to shareholder value – EXPECTATIONS CUSTOMER EXPERIENCE = PERFORMANCE UNDERSTAND / MANAGE MAXIMIZE IMPROVE Customers who buy a product with problems but receive “world-class” customer service while resolving the problem are more likely to repurchase from the company than customers who buy a perfect product with no problems at all. Dr. Jon Anton – Recent Survey Results* Source: “eBusiness Customer Service” by Jon Anton Providing a superlative customer experience directly correlates to a customer’s propensity to remain loyal and buy additional products / services thus contribut