国外企业介绍PPT模板

©2006Accenture.Allrightsreserved.DEEPENINGCUSTOMERRELATIONSHIPSPankajVaishNASSCOM2008:IndiaLeadershipForum14thFebruary,2008©2006Accenture.Allrightsreserved.2THEPOWEROFASTRONGRELATIONSHIP369258147RELATIONSHIPCONTRACTUALARRANGEMENTWEAKSTRONGWEAKSTRONG©2006Accenture.Allrightsreserved.3HOWTODEEPENCUSTOMERRELATIONSHIPSCUSTOMERRELATIONSHIPVALUECREATED©2006Accenture.Allrightsreserved.4SMARTCLIENTSetajointvision;steereveryonetoachieveitManagetobusinessoutcomes–forbothActivelygoverntheengagementReinforcesuccesstogetherTeamtooutperform©2006Accenture.Allrightsreserved.5High-performingbusinessesdrivecustomerloyaltythroughthequalityofthecustomerexperiencedeliveredLoyaltysignificantlyaddstoshareholdervalueCUSTOMEREXPERIENCE–ACCENTURE’SPOINTOFVIEW©2006Accenture.Allrightsreserved.6MAXIMIZINGCUSTOMEREXPERIENCECUSTOMEREXPERIENCE=PERFORMANCE–EXPECTATIONSUNDERSTAND/MANAGEMAXIMIZEIMPROVE©2006Accenture.Allrightsreserved.7ENHANCINGVALUECREATEDTakeanend-to-endviewofthecustomers’businessneedsBreakdownsilosTeamwithcustomersinprioritization/planningoftheengagementBringdomainexpertisetothetableTailortothecustomerOnesizedoesnotfitall;eachhasuniqueneedsTakeacustomer-centricapproachtomanagingyourownbusinessAlignyourperformancemetrics&rewardswiththoseofyourcustomersDriveinnovation/improvementinwhatyoudoforthemHelpthemdrivethesameintheirorganization©2006Accenture.Allrightsreserved.8Customerswhobuyaproductwithproblemsbutreceive“world-class”customerservicewhileresolvingtheproblemaremorelikelytorepurchasefromthecompanythancustomerswhobuyaperfectproductwithnoproblemsatall.Dr.JonAnton–RecentSurveyResults*Source:“eBusinessCustomerService”byJonAntonProvidingasuperlativecustomerexperiencedirectlycorrelatestoacustomer’spropensitytoremainloyalandbuyadditionalproducts/servicesthuscontributingtoshareholdervalue.EVERYCUSTOMERINTERACTIONISANOPPORTUNITY