国外企业介绍PPT模板.ppt

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1、DEEPENINGCUSTOMERRELATIONSHIPSPankajVaishNASSCOM2008:IndiaLeadershipForum14thFebruary,2008©2006Accenture.Allrightsreserved.THEPOWEROFASTRONGRELATIONSHIP369258147RELATIONSHIPCONTRACTUALARRANGEMENTWEAKSTRONGWEAKSTRONG2©2006Accenture.Allrightsreserved.HOWTODEEPENCUSTOMER

2、RELATIONSHIPSCUSTOMERRELATIONSHIPCUSTOMEREXPERIENCEVALUECREATEDSMARTCLIENT3©2006Accenture.Allrightsreserved.SMARTCLIENTSetajointvision;steereveryonetoachieveitManagetobusinessoutcomes–forbothActivelygoverntheengagementReinforcesuccesstogetherTeamtooutperform4©2006Acce

3、nture.Allrightsreserved.High-performingbusinessesdrivecustomerloyaltythroughthequalityofthecustomerexperiencedeliveredLoyaltysignificantlyaddstoshareholdervalueCUSTOMEREXPERIENCE–ACCENTURE’SPOINTOFVIEW5©2006Accenture.Allrightsreserved.MAXIMIZINGCUSTOMEREXPERIENCECUSTO

4、MEREXPERIENCE=PERFORMANCE–EXPECTATIONSUNDERSTAND/MANAGEMAXIMIZEIMPROVE6©2006Accenture.Allrightsreserved.ENHANCINGVALUECREATEDTakeanend-to-endviewofthecustomers’businessneedsBreakdownsilosTeamwithcustomersinprioritization/planningoftheengagementBringdomainexpertisetoth

5、etableTailortothecustomerOnesizedoesnotfitall;eachhasuniqueneedsTakeacustomer-centricapproachtomanagingyourownbusinessAlignyourperformancemetrics&rewardswiththoseofyourcustomersDriveinnovation/improvementinwhatyoudoforthemHelpthemdrivethesameintheirorganization7©2006A

6、ccenture.Allrightsreserved.Customerswhobuyaproductwithproblemsbutreceive“world-class”customerservicewhileresolvingtheproblemaremorelikelytorepurchasefromthecompanythancustomerswhobuyaperfectproductwithnoproblemsatall.Dr.JonAnton–RecentSurveyResults*Source:“eBusinessCu

7、stomerService”byJonAntonProvidingasuperlativecustomerexperiencedirectlycorrelatestoacustomer’spropensitytoremainloyalandbuyadditionalproducts/servicesthuscontributingtoshareholdervalue.EVERYCUSTOMERINTERACTIONISANOPPORTUNITY8©2006Accenture.Allrightsreserved.