The Customer Journey   Be One Step Ahead
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The Customer Journey Be One Step Ahead

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A short introduction to trends in improving your Customer\'s Experience of their interactions with your organisation and how that can improve profitability and reduce operating costs.

A short introduction to trends in improving your Customer\'s Experience of their interactions with your organisation and how that can improve profitability and reduce operating costs.

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The Customer Journey Be One Step Ahead Presentation Transcript

  • 1. The Customer Journey – Be One Step ahead
    Trends and influences - 2010
  • 2. What we observe in the Customer Contact environment…
    Importance of Client Experience is moving from an agreed perception to a strategy that is now being implemented
    The Internet is driving companies to rethink their Client Management strategy and investments
    Social Networking is starting to impact ‘old world’ business processes and organisational thinking and boundaries
    Strategy lacks operational depth and ‘new world’ reality
    Integration ‘old world’ legacy with new systems, channels and processes is heavily underestimated
    Some examples?
  • 3. What is Customer Experience Management?
    Operational reality
    Client promise
    GAP
  • 4.
  • 5. Client Experience – Growing momentum as a market differentiator
    Manifesting itself in different ways in organisations plans
    Sustaining staff commitment and engagement
    Change Management
    Role Alignment
    Personal Commitment
    Knowledge Management
    • Communicating and transacting with Clients intelligently
    • 6. Real-time, intelligent messaging
    • 7. Social networking and feedback
    • 8. Active recovery and service-to-sales
    • 9. Realistic segmented treatment
    • 10. Delivering a consistent experience
    • 11. Multi-channel interaction coordination
    • 12. Operational customer profile
    • 13. Method of Choice
    • 14. Customer Experience Principles
    • 15. Designing Client interactions
    • 16. Moments of truth
    • 17. Multi-dimensional segmentation
    • 18. User centered design
    • 19. Customer Intelligence
  • Designing Client experience through all Legal interactions and channels
    The Client Journey Across Marketing, Business Development, Advice & Services
    Services
    How to retain more & Increase Cross- & Up-sell
    Business Development
    How to Acquire and convert more
    Marketing
    How to Attract more
    Recommender & Re-order
    After Service
    Receive Service
    Receive
    Order
    Arrange Payment
    Signing Up
    Decide & request
    Explore & Select
    Realising Need
    Getting Aware
    Cirquent’s Customer Journey Model
    What should the desired experience be?
    Differentiate by segment, channel or scenario?
    Some examples…
    Moments of truth are the reality of a customer experience
  • 20. Define a Client Experience Strategy?
    What does the firm want to be famous for?
    What kind of relationship do you want to build with your customers & referrers?
    How do you want your customers to feel when they have completed a journey with you?
    How does this differ across different customer groups based on need and value?
    How will you deliver that aspiration for each customer journey, consistently at each customer experience / touchpoint, for hundreds and (or) thousands of customers?
  • 21. Link Client Experience Projects to the Business Case

    Revenue
    Integration & availability of available data
    Segmenting clients and targeting effort


    Inbound call routing based on number recognition & available information

    Profitability
    Build Web & Client Community to increase Net Promoter Score

    Self service channels to improve client satisfaction
    Marketing optimisation to reduced marketing costs and improved response rates
    Reduce costs

    85% of senior business leaders believe they could increase Client loyalty and market share by focusing their organisation on integrated customer experience strategies and implementation
  • 22. 7 Ways that leading Firms differentiate their Client Experience
    Delivering consistently
    Resolving questions on first contact
    Recognising the Client when they contact you appropriately
    Making a personal connection at point of contact
    Delighting through random acts of “going the extra mile”
    Involving Client in your organisation and making them care
    Staff that are committed and care
    These may be part of a larger and structured programme to improve Customer Experience but have to be embedded in the Firm’s way of doing business
  • 23. About Cirquent
    Cirquent is a member of the NTT Data Group
    35 year pedigree with 15 years experience in the UK
    Systems Integration partner who specialises in CRM, Telephony Technology, Business Intelligence & Multi-Channel Marketing
    Turnover of circa €300 million in 2008
    1,700 employees with 80 in the UK
    Group Headquarters in Munich, UK offices in London and Solihull
    Systems Integration Company who specialise in:
    Client Relationship Management
    Telephony Technology and Solutions
    Business Intelligence
    Multi-channel Marketing
    Hosting & Outsourcing
  • 24. NTT Data Corporation
    NTT Group
    Went public in 1985
    Telecommunication and IT
    Sales: JPY11 trillion (EUR 90 billion, *1)
    Regionaltelephone
    Regional
    telephone
    NTTGroup
    Systems Integration & Consultancy
    Long distance& International
    Telco / ISP
    MobileNetwork
    ERP Consultancy
    Off Shore Software Resource
    • NTT DATA Corporation
    • 25. Spun-off in 1988
    • 26. Consulting, System Integration and Outsourcing Services
    • 27. 15th biggest IT service provider worldwide
    • 28. Sales: JPY 1 trillion (€ 9 billion)
    • 29. Employees: 30,800
  • Our Approach - Why We Are Different
    End to End approach
    AFTERCARE
    Application Management & Support Services
    CONSULTING
    Aligning Strategy to Business Requirements
    SOLUTION DELIVERY
    Application Development & Systems Integration
    • Formal transfer from Implementation to Support
    • 30. 24/7 Support of Solution and Product
    • 31. Pre-emptive support improvements
    • 32. On-goingTraining
    • 33. Technical Health Check
    • 34. Disaster Recovery Assessment
    • 35. Application Management
    • 36. Business Consultancy
    • 37. Business Case
    • 38. Strategy & Transformation
    • 39. Process Design
    • 40. Management Consulting
    • 41. Programme Management
    • 42. Benefit Realisation
    • 43. Change Management
    • 44. IT Consulting
    • 45. Programme Management
    • 46. Benefit Realisation
    • 47. Project Management
    • 48. Hardware & Software selection
    • 49. Requirements analysis & solution design
    • 50. Solution Development, Systems Integration and Data Migration
    • 51. Quality Assurance & Testing
    • 52. Effective Training Programmes
    • 53. Installation and Go-Live Support
    • 54. Post Project Reviews
    Practical solutions with a realistic implementation plan with full aftercare support
  • 55. Sector Portfolio
    Customer Relationship Management
    Multi-channel Marketing
    eCommerce
    Mobile solutions
    Telephony Technologies
    IT Service Management
    Security Management
    Business Intelligence and Analytics (inc. Web)
    Outsourcing & hosting
    Legacy system integration
  • 56. Contact details
    Malcolm White
    Head of Sales & Marketing
    Cirquent|NTT Data Group
    Devon House
    58-60 St. Katharine’s Way
    London | E1W 1LB
    Tel +44 (0)20 7977 1000 | Mobile +44 (0)7768 455046 | Fax +44 (0)20 7977 1001
    E-Mail malcolm.white@cirquent.co.uk| Internet http://www.cirquent.co.uk