© 2006 Accenture. All rights reserved.
Source: “eBusiness Customer Service” by Jon Anton
8
STRONG
3
6
9
RELATIONSHIP
2
5
8
WEAK
1
4
7
WEAK
STRONG
CONTRACTUAL ARRANGEMENT
© 2006 Accenture. All rights MER RELATIONSHIPS
CUSTOMER 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
MAXIMIZE IMPROVE
– EXPECTATIONS
UNDERSTAND / MANAGE
© 2006 Accenture. All rights reserved.
6
ENHANCING VALUE CREATED
▪ Take an end-to-end view of the customers’ business needs ▪ Break down silos
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.
▪ Help them drive the same in their organization
© 2006 Accenture. All rights reserved.
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EVERY CUSTOMER INTERACTION IS AN OPPORTUNITY
Dr. Jon Anton – Recent Survey Results*
▪ 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
© 2006 Accenture. All rights reserved.
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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
© 2006 Accenture. All rights reserved.
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MAXIMIZING CUSTOMER EXPERIENCE
CUSTOMER EXPERIENCE =
PERFORMANCE
DEEPENING CUSTOMER RELATIONSHIPS
Pankaj Vaish NASSCOM 2008: India Leadership Forum 14th February, 2008
© 2006 Accenture. All rights reserved.
THE POWER OF A STRONG RELATIONSHIP
▪ 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
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.