How Every Employee Can Be  A Customer Success Agent Gunjan Garg & Yu Yu Din Global Groupware Solutions Ltd. 22 December, 2...
What is Customer Success? <ul><li>Helping customers grow and succeed </li></ul>More than just ‘delighting’ customers Effec...
More Than Just Happy Customers <ul><li>Recommend you </li></ul><ul><li>Help you improve your business </li></ul><ul><li>Re...
Traditional Functions View
Employees Cared Only About Their Function
Modern Cross Functions View
Everyone’s Responsible for Success <ul><li>Who picks up the phone call? </li></ul><ul><li>Who talks to prospects? </li></u...
<ul><li>Phones </li></ul><ul><li>Emails </li></ul><ul><li>Social media </li></ul><ul><ul><li>Twitter </li></ul></ul><ul><u...
HR’s Role in Customer Success
7 Ways to Create Happy Employees <ul><li>Communication </li></ul><ul><li>Know what they’re thinking </li></ul><ul><li>Focu...
Communication
Know What They’re Thinking
Focus on the Good
Training
Rewards & Recognition
Get Out of their Way
Make Work Fun
New Management Philosophy
 
Thank you! Write to me at gunjan.garg@employwise.com Access our webinars and other HR resources at:  http://www.employwise...
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EmployWise webinars how every employee can be a customer success agent

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In this webinar, we discussed that how each and every employee in an organization contributes in satisfying the customers and hence creating customer success.

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  • Marketing -&gt; Sales -&gt; Customer Success -&gt; Product Engineering -&gt;
  • Success Happy Customers Happy Employees Human Resources
  • Adequate training programmes for the talent available - Identifying skill gaps - Many HR teams struggle with identifying skill gaps because they do not have a proper inventory of training programmes available to identify with - By having an inventory of skills, you’ll immediately know what’s missing for an employee for a particular job role - For example, Training Module will - Managing on going training programmes - Proper linkage between performance and training processes are not seen in most organisations. Managers or HR should be able to evaluate whether training has significantly impacted the person. This way you’ll also get to know the ROI on training - - - Proper feedback mechanism on trainings attended - having training then evaluating after a period of time evaluating whether employee is able to apply the training and improve performance. Post it notes: http://www.flickr.com/photos/toolstop/4546012979/
  • Adequate training programmes for the talent available - Identifying skill gaps - Many HR teams struggle with identifying skill gaps because they do not have a proper inventory of training programmes available to identify with - By having an inventory of skills, you’ll immediately know what’s missing for an employee for a particular job role - For example, Training Module will - Managing on going training programmes - Proper linkage between performance and training processes are not seen in most organisations. Managers or HR should be able to evaluate whether training has significantly impacted the person. This way you’ll also get to know the ROI on training - - - Proper feedback mechanism on trainings attended - having training then evaluating after a period of time evaluating whether employee is able to apply the training and improve performance. Post it notes: http://www.flickr.com/photos/toolstop/4546012979/
  • Adequate training programmes for the talent available - Identifying skill gaps - Many HR teams struggle with identifying skill gaps because they do not have a proper inventory of training programmes available to identify with - By having an inventory of skills, you’ll immediately know what’s missing for an employee for a particular job role - For example, Training Module will - Managing on going training programmes - Proper linkage between performance and training processes are not seen in most organisations. Managers or HR should be able to evaluate whether training has significantly impacted the person. This way you’ll also get to know the ROI on training - - - Proper feedback mechanism on trainings attended - having training then evaluating after a period of time evaluating whether employee is able to apply the training and improve performance. Post it notes: http://www.flickr.com/photos/toolstop/4546012979/
  • Adequate training programmes for the talent available - Identifying skill gaps - Many HR teams struggle with identifying skill gaps because they do not have a proper inventory of training programmes available to identify with - By having an inventory of skills, you’ll immediately know what’s missing for an employee for a particular job role - For example, Training Module will - Managing on going training programmes - Proper linkage between performance and training processes are not seen in most organisations. Managers or HR should be able to evaluate whether training has significantly impacted the person. This way you’ll also get to know the ROI on training - - - Proper feedback mechanism on trainings attended - having training then evaluating after a period of time evaluating whether employee is able to apply the training and improve performance. Post it notes: http://www.flickr.com/photos/toolstop/4546012979/
  • Adequate training programmes for the talent available - Identifying skill gaps - Many HR teams struggle with identifying skill gaps because they do not have a proper inventory of training programmes available to identify with - By having an inventory of skills, you’ll immediately know what’s missing for an employee for a particular job role - For example, Training Module will - Managing on going training programmes - Proper linkage between performance and training processes are not seen in most organisations. Managers or HR should be able to evaluate whether training has significantly impacted the person. This way you’ll also get to know the ROI on training - - - Proper feedback mechanism on trainings attended - having training then evaluating after a period of time evaluating whether employee is able to apply the training and improve performance. Post it notes: http://www.flickr.com/photos/toolstop/4546012979/
  • Adequate training programmes for the talent available - Identifying skill gaps - Many HR teams struggle with identifying skill gaps because they do not have a proper inventory of training programmes available to identify with - By having an inventory of skills, you’ll immediately know what’s missing for an employee for a particular job role - For example, Training Module will - Managing on going training programmes - Proper linkage between performance and training processes are not seen in most organisations. Managers or HR should be able to evaluate whether training has significantly impacted the person. This way you’ll also get to know the ROI on training - - - Proper feedback mechanism on trainings attended - having training then evaluating after a period of time evaluating whether employee is able to apply the training and improve performance. Post it notes: http://www.flickr.com/photos/toolstop/4546012979/
  • Adequate training programmes for the talent available - Identifying skill gaps - Many HR teams struggle with identifying skill gaps because they do not have a proper inventory of training programmes available to identify with - By having an inventory of skills, you’ll immediately know what’s missing for an employee for a particular job role - For example, Training Module will - Managing on going training programmes - Proper linkage between performance and training processes are not seen in most organisations. Managers or HR should be able to evaluate whether training has significantly impacted the person. This way you’ll also get to know the ROI on training - - - Proper feedback mechanism on trainings attended - having training then evaluating after a period of time evaluating whether employee is able to apply the training and improve performance. Post it notes: http://www.flickr.com/photos/toolstop/4546012979/
  • EmployWise webinars how every employee can be a customer success agent

    1. 1. How Every Employee Can Be A Customer Success Agent Gunjan Garg & Yu Yu Din Global Groupware Solutions Ltd. 22 December, 2011
    2. 2. What is Customer Success? <ul><li>Helping customers grow and succeed </li></ul>More than just ‘delighting’ customers Effective high valued customer satisfaction
    3. 3. More Than Just Happy Customers <ul><li>Recommend you </li></ul><ul><li>Help you improve your business </li></ul><ul><li>Remember you </li></ul><ul><li>Keep you at ‘top of mind’ </li></ul><ul><li>Think twice, three times before they move </li></ul><ul><li>Come back to you even after they’ve moved on… </li></ul>Customers who…
    4. 4. Traditional Functions View
    5. 5. Employees Cared Only About Their Function
    6. 6. Modern Cross Functions View
    7. 7. Everyone’s Responsible for Success <ul><li>Who picks up the phone call? </li></ul><ul><li>Who talks to prospects? </li></ul><ul><li>Who talks to clients? </li></ul><ul><li>Who communicates online? </li></ul><ul><li>How is the product communicating? </li></ul><ul><li>What is the experience of the customer? </li></ul>Customer communication and experience is 360°!
    8. 8. <ul><li>Phones </li></ul><ul><li>Emails </li></ul><ul><li>Social media </li></ul><ul><ul><li>Twitter </li></ul></ul><ul><ul><li>Facebook </li></ul></ul><ul><ul><li>Social bookmarks </li></ul></ul><ul><ul><li>YouTube </li></ul></ul><ul><ul><li>Image sites </li></ul></ul><ul><ul><li>Slide sharing sites </li></ul></ul>Listening Posts for Customers
    9. 9. HR’s Role in Customer Success
    10. 10. 7 Ways to Create Happy Employees <ul><li>Communication </li></ul><ul><li>Know what they’re thinking </li></ul><ul><li>Focus on the good </li></ul><ul><li>Training </li></ul><ul><li>Rewards & Recognition </li></ul><ul><li>Get out of their way </li></ul><ul><li>Make work fun </li></ul>
    11. 11. Communication
    12. 12. Know What They’re Thinking
    13. 13. Focus on the Good
    14. 14. Training
    15. 15. Rewards & Recognition
    16. 16. Get Out of their Way
    17. 17. Make Work Fun
    18. 18. New Management Philosophy
    19. 20. Thank you! Write to me at gunjan.garg@employwise.com Access our webinars and other HR resources at: http://www.employwise.com/cafe-hr.html Our Next Webinar: 29 December, 2011 – Why HR Transformation is the Need of the Hour by Prachika Poonia Register here: https://www3.gotomeeting.com/register/249984854

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