ERSTAND / MANAGE
6
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
© 2006 Accenture. All rights reserved. 5
MAXIMIZING CUSTOMER EXPERIENCE
CUSTOMER EXPERIENCE = PERFORMANCE – EXPECTATIONS
© 2006 Accenture. All rights reserved.
© 2006 Accenture. All rights reserved.
Source: “eBusiness Customer Service” by Jon Anton
8
© 2006 Accenture. All rights reserved.
4
CUSTOMER EXPERIENCE – ACCENTURE’S POINT OF VIEW
• High-performing businesses drive customer loyalty through the quality of the customer experience delivered • Loyalty significantly adds to shareholder value
Providing a superlative customer experience directly correlates to a customer’s propensity to remain loyal and buy additional products / services thus contributing to shareholder value.
STRONG
3 2
6 5 4
CONTRACTUAL ARRANGEMENT
9 8 7
STRONG
RELATIONSHIP WEAK
1
WEAK
© 2006 Accenture. All rights reserved.
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HOW TO DEEPEN CUSTOMER RELATIONSHIPS
CUSTOMER RELATIONSHIP
DEEPENING CUSTOMER RELATIONSHIPS
Pankaj Vaish NASSCOM 2008: India Leadership Forum 14th February, 2008
© 2006 Accenture. All rights reserved.
THE POWER OF A STRONG RELATIONSHIP
VALUE CREATED
© 2006 Accenture. All rights reserved. 3
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
© 2006 Accenture. All rights reserved. 7
EVERY CUSTOMER INTERACTION IS AN OPPORTUNITY
Dr. Jon Anton – Recent Survey Results*
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.