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  1. 1. Customer Retention of Microsoft Submitted by:- Ankush Garg c 20 Sushant Vashisht c 54 Ankit Bhagat c23 Divya Chauhan c10 Submitted to: Ms Garima Malik
  2. 2. The importance of customer satisfaction to your business
  3. 3. Customer focused organisation
  4. 4. Goals of Customer Focus: End goal of customer focused strategies is the same: Boosting retention and repurchase = more sales!!! Creating Better Products or Services Offering compelling customer experience Building deeper customer relationships
  5. 5. Customer Satisfaction = Profits <ul><li>Knowing what drives customer loyalty is important to your company’s financial health </li></ul><ul><li>Repeat customers and new customers from referrals  continuous revenue streams </li></ul><ul><li>Disloyal customers are expensive to replace </li></ul><ul><li>Attracting NEW customer is 4 x cost of retaining existing customer </li></ul><ul><li>5% increase in customer retention  75% in aggregate lifetime profits from that customer </li></ul>
  6. 6. A customer satisfaction program
  7. 7. Customer-Focused Initiatives Customer Value Attache Nokia product engineer goes on-site with customer for up to 1 month to learn about challenges and show how Nokia can add value Everyday Life Observation To gain deeper understanding of customer, send video crews & TV cameras into 80 households around world to capture customer daily routines Customer Partner Experience Organisation-wide customer and partner satisfaction index to provide a holistic view of business health and trigger specific corrective actions where necessary.
  8. 8. Customer Feedback Program <ul><li>With a well constructed feedback program you can get key insights into customers to: </li></ul><ul><ul><li>Identify key drivers of customer experience </li></ul></ul><ul><ul><li>Glean insights into health of your company </li></ul></ul><ul><ul><li>Detect early warnings of any erosion of your relationship or value proposition </li></ul></ul>
  9. 9. Customer Program Activities <ul><li>Assess internal root cause for customer perceptions – satisfaction drivers </li></ul><ul><li>Derive action plans to resolve most critical issues – set your objectives </li></ul><ul><li>Implement these actions </li></ul><ul><li>Track your progress with ongoing customer research </li></ul><ul><li>Link these customer metrics to your financial results & staff incentives </li></ul><ul><li>Tell your customers how you used their feedback </li></ul>2 1 3 4 5 6
  10. 10. At Microsoft <ul><li>Worldwide Survey Apr & Oct </li></ul><ul><li>Customer Escalation Tool </li></ul><ul><li>RMTP – Response Management Through Partner </li></ul><ul><li>Feedback forms at events (9 point scale) </li></ul><ul><li>Tactical Research – Qualitative & Quantitative </li></ul><ul><li>Anecdotal feedback </li></ul><ul><li>Roundtable sessions </li></ul>
  11. 11. Understand Satisfaction Drivers Customer Satisfaction Access to products & Services Emotional Factor Service Quality Price Product Quality
  12. 12. Avoiding the Pitfalls <ul><li>Listening to the wrong customers </li></ul><ul><li>Incorrectly identifying customer priorities </li></ul><ul><li>Failing to consider strategic objectives </li></ul><ul><li>Failing to align organisation around execution </li></ul><ul><li>Failing to ‘get paid’ by customers for new value </li></ul><ul><li>Losing momentum – “campaign mentality” </li></ul>
  13. 13. Ways to measure customer satisfaction
  14. 14. Different forms of measurement Annual Customer Satisfaction Surveys Focus Groups (Formal/ informal) Online Questionnaires Phone or Fax Surveys Feedback Forms Online Polls Customer Service Feedback CRM Software Other Surveys (Benchmarking, Employee, Org Alignment)
  15. 15. Partner Program - CSAT Tool
  16. 17. Food for Thought The name of the game should be about &quot;giving customers a memory and experience so great that they'll want to repeat it.&quot; The game is not all about getting that score—that darned customer score—any way possible.
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