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How to deliver magical customer experience to business &high arpu customers
 

How to deliver magical customer experience to business &high arpu customers

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    How to deliver magical customer experience to business &high arpu customers How to deliver magical customer experience to business &high arpu customers Presentation Transcript

    • HOW TO DELIVER MAGICAL CX TO CORPORATE & HIGH ARPU CUSTOMERS NAEEM KHALIQ MOBILINK|00923008411492 naeem.khaliq@mobilink.net
    • HIGHLIGHTSCustomer, Customer, CustomerWho are Business Customers?Identify business Customers needsSegmentation of Business CustomersPrioritize resources for good experienceBusiness customer’s touch points n mappingSales & Retention of Business Customersthrough experience
    • BUSINESS CUSTOMERS NEEDS? Priority Services Personalized care Reliable Network availability ,connectivity &coverage Tailored made communication applications Cost optimizations Vs Value of Money Smooth flow of services Good value of money against their expense Services at their door step Availability, round the clock 24/7/365 days support Updated Information Push Seamless emotional Experience(TensionLess) Security of company’s data, privacy in termsof calls , location of employees etc…
    • BUSINESS CUSTOMER’S TOUCH POINTS N MAPPINGTouchpoints – Dedicated Key Accounts Managers interact with Business customers inincreasing ways and how do they impact cost and Quality? Some channels are moreexpensive than others. Customer Experience at each touch point should beprioritized and standardized.TARGET ACQUIRE ONBOARD SERVE GROW RETAINTele Marketing KAM Visits Welcome Visit With Excellence Keep Customers Personalized by KAM Updated ServicesReference Assure to Follow Documentation/ Welcome Regular Visits PersonalizedTargeting TAT Contract Guideline Relations KEEP CustomerEmail Targeting TAT OF Welcome Call Updated Identify Growth Customer ACQUISITION Opportunities Profiling Round the ClockComparison STAGES OF Setting Right Technology Never Say NoAnalysis ACQUISITION Expectation KAM Updation AVAILABILITYMedia SMOOTH Rightly Define Proposal Customer Develop CoCampaign ACQUISITION Communication Submissions/ Satisfaction Branding channel Surveys Mature
    • STRATEGY TO SEREVE BUSINESS CUSTOMERSBusiness Customers divided to four below categories for Experience prioritizationand Resources Allocation.KAM(KEY ACCOUNT MANAGERS) Farmers HuntersBUSINESS CUSTOMERS CATEGORIES HIGH VALUE HIGH POTENTIAL-Assign “Hunter” KAM HIGH VALUE LOW POTENTIAL-Assign Senior “Farmer” KAM LOW VALUE HIGH POTENTIAL-Assign “Hunter” KAM LOW VALUE LOW POTENTIAL-Assign “farmer” KAMHint: Form a team with mix of Hunters(Sales) and Farmers(Retention).
    • SALES & RETENTION OF BUSINESS CUSTOMERS THROUGH BEST EXPERIENCE As the cost and time of acquiring business customers in organisations is high so telecom companies are investing in retention Index of Costs Retention 100 Winback 140 Acquisition 240 Retention with personalized relations is easy to manage Vs Fresh Relations in acquiring competitive business. Customer Lifecycles suggest increasing customer interactions/contacts and more demanding customers Churn threats are doors to Opportunities Win Backs by Senior “HUNTER KAMS” becomes easier Satisfaction Surveys of the business customers helps to identify the customer needs Sales in Existing Business Customers Vs New Business Customers Setting right expectations of business customers is too much important
    • Magical Customer Experience TipsKYC-Know Your CustomerGet yourself availableSet the right expectationsPrioritized TAT for Business CustomersGet dynamic & pro active KAM teamsGood Morning, Good Evening, Good After noonBusiness Customer ProfilingPersonalized RelationsBe a part of Customer organizationFCR-First Contact ResolutionBe quick to find the GUIDECustomer Satisfaction Survey of Decision Makers(verified by TL)Prepare KAM score card
    • MAXIMIZING BUSINESS CUSTOMER EXPERIENCE EFFECTIVE MAXIMUM CUSTOMER FCR + CONTACT = CUSTOMER SATISFACTION, MANAGEMENT Respond to Business Customers Customers, will: Identify Sources Use again ImprovedProduct & Service of Dissatisfaction Use or donate more Quality Tell others to use Conduct Root Try your other products & Cause Analysis services Feedback on Prevention
    • THANK YOUNAEEM KHALIQTEAM LEAD& CORPORATE ACCOUNT MANAGER00923008411492naeem.khaliq@mobilink.net
    • HOW TO DELIVER MAGICAL CX TOCORPORATE & HIGH ARPU CUSTOMERS