国外企业介绍PPT模板.ppt 8页

'DEEPENINGCUSTOMERRELATIONSHIPSPankajVaishNASSCOM2008:IndiaLeadershipForum14thFebruary,2008©2006Accenture.Allrightsreserved. THEPOWEROFASTRONGRELATIONSHIP369258147RELATIONSHIPCONTRACTUALARRANGEMENTWEAKSTRONGWEAKSTRONG2©2006Accenture.Allrightsreserved. HOWTODEEPENCUSTOMERRELATIONSHIPSCUSTOMERRELATIONSHIPCUSTOMEREXPERIENCEVALUECREATEDSMARTCLIENT3©2006Accenture.Allrightsreserved. SMARTCLIENTSetajointvision;steereveryonetoachieveitManagetobusinessoutcomes–forbothActivelygoverntheengagementReinforcesuccesstogetherTeamtooutperform4©2006Accenture.Allrightsreserved. High-performingbusinessesdrivecustomerloyaltythroughthequalityofthecustomerexperiencedeliveredLoyaltysignificantlyaddstoshareholdervalueCUSTOMEREXPERIENCE–ACCENTURE’SPOINTOFVIEW5©2006Accenture.Allrightsreserved. MAXIMIZINGCUSTOMEREXPERIENCECUSTOMEREXPERIENCE=PERFORMANCE–EXPECTATIONSUNDERSTAND/MANAGEMAXIMIZEIMPROVE6©2006Accenture.Allrightsreserved. ENHANCINGVALUECREATEDTakeanend-to-endviewofthecustomers’businessneedsBreakdownsilosTeamwithcustomersinprioritization/planningoftheengagementBringdomainexpertisetothetableTailortothecustomerOnesizedoesnotfitall;eachhasuniqueneedsTakeacustomer-centricapproachtomanagingyourownbusinessAlignyourperformancemetrics&rewardswiththoseofyourcustomersDriveinnovation/improvementinwhatyoudoforthemHelpthemdrivethesameintheirorganization7©2006Accenture.Allrightsreserved. Customerswhobuyaproductwithproblemsbutreceive“world-class”customerservicewhileresolvingtheproblemaremorelikelytorepurchasefromthecompanythancustomerswhobuyaperfectproductwithnoproblemsatall.Dr.JonAnton–RecentSurveyResults*Source:“eBusinessCustomerService”byJonAntonProvidingasuperlativecustomerexperiencedirectlycorrelatestoacustomer’spropensitytoremainloyalandbuyadditionalproducts/servicesthuscontributingtoshareholdervalue.EVERYCUSTOMERINTERACTIONISANOPPORTUNITY8©2006Accenture.Allrightsreserved.'