09 d31e0024

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09 d31e0024

  1. 1. Customer Satisfaction Strategy MBA 2 nd YEAR IIET
  2. 2. What do customers want? <ul><li>Great support and service </li></ul><ul><li>Reliable, quality product </li></ul><ul><li>Easy to do business with </li></ul><ul><li>Easily accessible information </li></ul>
  3. 3. What do we need to do? <ul><li>Develop/Build a Quality product </li></ul><ul><ul><li>High quality, Feature rich </li></ul></ul><ul><li>Create ways to capture customer input </li></ul><ul><ul><li>Product direction </li></ul></ul><ul><ul><li>Service needs </li></ul></ul><ul><li>Create a customer-focused company culture </li></ul><ul><ul><li>Share customer successes </li></ul></ul><ul><ul><li>Share responsibility for customer issues </li></ul></ul>
  4. 4. What more do we need to do? <ul><li>Deliver consistent service and support </li></ul><ul><ul><li>Develop processes for each relationship phase </li></ul></ul><ul><ul><li>Staff the right people </li></ul></ul><ul><ul><li>Maintain employee through training </li></ul></ul>
  5. 5. Goals <ul><li>100% customer references </li></ul><ul><li>80% of customers issues resolved via the web, email or chat </li></ul><ul><li>High customer retention rates </li></ul><ul><li>Customer Satisfaction Rating </li></ul>
  6. 6. Measurements <ul><li>Customer Sat Surveys </li></ul><ul><li>New customers </li></ul><ul><li>Retention rates </li></ul><ul><li>% of Customer References </li></ul><ul><li>Usage growth within existing customers </li></ul>
  7. 7. Results <ul><li>Lots of Happy Customers </li></ul><ul><li>Lots of Revenue </li></ul><ul><li>Happy Employees </li></ul><ul><li>Happy Shareholders and Investors </li></ul>
  8. 8. THANK YOU

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