国外企业介绍PPT 模板
DEEPENING CUSTOMER RELATIONSHIPS
Pankaj Vaish
NASSCOM 2008: India Leadership Forum
14 th February, 2008
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THE P OWER OF A STRONG RELATIONSHIP
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CONTRACTUAL ARRANGEMENT
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WEAK STRONG
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HOW TO DEEPEN CUSTOMER RELATIONSHIPS
CUSTOMER
RELATIONSHIP
CUSTOMER EXPERIENCE
VALUE CREATED
SM
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CL
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NT
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SMART CLIENT
� Set a joint vision; steer everyone to achieve
it
� M anage to business outcomes – for both
� A ctively govern the engagement
� R einforce success together
� T eam to outperform
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� High-performing businesses drive customer loyalty
through the quality of the customer experience
delivered
� Loyalty significantly adds to shareholder value
CUSTOMER EXPERIENCE –
ACCENTURE’S POINT OF VIEW
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MAXIMIZING CUSTOMER EXPERIENCE
UNDERSTAND
/ MANAGE
MAXIMIZE
IMPROVE
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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
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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*
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.
EVERY CUSTOMER INTERACTION IS AN OPPORTUNITY
