国外企业介绍
合集下载
相关主题
- 1、下载文档前请自行甄别文档内容的完整性，平台不提供额外的编辑、内容补充、找答案等附加服务。
- 2、"仅部分预览"的文档,不可在线预览部分如存在完整性等问题,可反馈申请退款(可完整预览的文档不适用该条件!)。
- 3、如文档侵犯您的权益，请联系客服反馈,我们会尽快为您处理(人工客服工作时间：9:00-18:30)。
▪ Help them drive the same in their organization
© 2006 Accenture. All rights reserved.
7
EVERY CUSTOMER INTERACTION IS AN OPPORTUNITY
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.
© 2006 Accenture. All rights reserved.
Source: “eBusiness Customer Service” by Jon Anton
8
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.
▪ 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
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
▪ 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
MAXIMIZE IMPROVE
– EXPECTATIONS
UNDERSTAND / MANAGE
© 20来自百度文库6 Accenture. All rights reserved.
6
ENHANCING VALUE CREATED
▪ Take an end-to-end view of the customers’ business needs ▪ Break down silos
DEEPENING CUSTOMER RELATIONSHIPS
Pankaj Vaish NASSCOM 2008: India Leadership Forum 14th February, 2008
© 2006 Accenture. All rights reserved.
THE POWER OF A STRONG RELATIONSHIP
• Loyalty significantly adds to shareholder value
© 2006 Accenture. All rights reserved.
5
MAXIMIZING CUSTOMER EXPERIENCE
CUSTOMER EXPERIENCE =
PERFORMANCE
STRONG
3
6
9
RELATIONSHIP
2
5
8
WEAK
1
4
7
WEAK
STRONG
CONTRACTUAL ARRANGEMENT
© 2006 Accenture. All rights reserved.
2
HOW TO DEEPEN CUSTOMER RELATIONSHIPS
CUSTOMER RELATIONSHIP
© 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