2. Why don’t we retain TN-Takers?
We don’t
focus on it
We don’t deliver our
service well
We don’t
allocate
talent
capacity to
do it
3. What big contracts have come from CLO?
Poland 10 TNs – “We worked with the TN-taker fast and professionally”
Brazil 5 TNs – “Because they were extremely satisfied with their previous
intern”
Romania 30 TNs – “Trust between the CEO and AIESEC, based on our past
professionalism”
France 10 TNs – “We were professional and flexible in the process”
Greece 25 TNs – “We delivered what we promised. We were professional
and fast, so they keep coming to us.”
Belgium 35 TNs – “They re-raised because they were satisfied with our service”
Belgium 10 TNs – “We had multiple internal champions who had received
trainees in the past who gave us excellent endorsements”
Russia 6 TNs – “Past interns we provided them stayed and became leaders in
the company, so they actually approached us when they needed more
talent for their new strategy”
4. What do our TN-Takers Say About Our Service?
13
35%
22%
43%NPS score
% of promoters
% of detractors
% of passives
Professional
skills of trainee,
50 Professionalis
m of AIESEC,
45
Level of
trainee's
motivation, 44
Personal skills
of trainee
41
Communicati
on with
AIESEC
39
Selection
Process
39
Promoters Issues Level 1
5. ANALYSIS.Of survey responses
Selection
Process, 33
Visa
Documents
and
Information, 31
Communication
with AIESEC
27
Professional
skills of trainee
26
Accessibility of
information
25
Logistical
support upon
arrival
24
Passives Issues Level 1
Selection
Process, 32
Communication
with AIESEC,
32
Professional
skills of trainee
28
Visa
Documents
and Information
27 Personal
skills of
trainee
23 Information
provided
21
Detractors Issues Level 1
7. Conclusions from our customers
The most important thing to TN-takers is the quality
of the EP
TN-Takers aren’t satisfied with our selection process
or communication
We can retain many more customers than we do
now
8. How Can We Retain More TN-Takers?
Implement a
fast and
standardized
matching
process
Have account
managers who meet
with TN-takers
regularly
Understand
the company’s
needs through
the JQ
9. Understand the Company’s Needs Through the JQ
Sample JQ:
http://www.myaiesec.net/content/viewfile.do?contentid=102845
83
Your JQ should be short and simple
It should reflect your focus sub-products and country partnerships
It should include what the company’s future needs will be
It should help you see what is most important to the company
about the EP and working with AIESEC
The account manager should be using the JQ at every meeting
10. Implement a fast and standardized matching process
Selection process for Tier 1:
http://www.myaiesec.net/content/viewfile.do?contentid=102845
90
Make a 6-week matching plan
Step 7 : Match
Step 6 : Company interview
Step 5 : Short-list candidates
Step 4 : AIESEC interview
Step 3 : EP Screening
Step 2 : TN Global promotion
Step 1 : Signing the contract Understanding the company needs
11. Implement a fast and standardized matching process
Track the matching of TNs from the national level
Company
Signed Up
on GIS
Opportunity
Created
EP
Applications
Received
Shortlist
Delivered to
Candidates
Company
Interviewing
Candidates
Company
Chosen EP
Match
Completed
TN 1 X X X X X X
TN 2 X X
TN 3 X X X X
12. Have account managers who meet with TN-takers regularly
Account Management for Tier 1:
http://www.myaiesec.net/content/viewfile.do?contentid=10284586
A person who manages the account from contract signing to re-raise, for a
minimum of six months
Responsible for fire-fighting, checking in, quarterly meetings, and transitioning the
next account manager
Goals are always re-raising, referrals, and customer satisfaction
Contact with the TN-Taker every month
A physical meeting every quarter
Account transition every six months
13. How Can We Plan for CLO?
Set goals for raises and re-raises
Allocate a clear account manager for every account and give
them training on how to manage the account and re-raise
Through a CRM, see all of your accounts, which member is
responsible for them, and where in the matching or re-raising
process the TN-Taker is
Implement national and local structures to support re-raising (for
example, an NST to consult with all account managers monthly)
14. AIESEC UNITED STATES CLO IMPLEMENTATION
Target specific LCs for CLO implementation
Give LCs a timeline to meet with all partners
NST + MC contact all partners who LCs fail to meet
Collect video testimonials from promoters
Create a referral framework for LCs
Create Account Management Certification for members about visa,
delivery process, partnership management
Legislate that TN-takers have to be met each quarter or the MC can take
over the contract
Detractors and passive TN-takers contacted to collect feedback/apologize
