Account management tier2

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Output Content of the CLO Summit of AIESEC International

Output Content of the CLO Summit of AIESEC International

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  • 1. Customer Loyalty for Organization Summit Output Tier 2 – Account Management
  • 2. #touch points delivered #satisfaction of customer (according to the survey) #ReRaised Solution Communication with customer: “AIESEC has to use communication channels more active. Company is paying fee to AIESEC for get counseling and AIESEC has to give more quality service for this fee. AIESEC should have more delegation” “Communication should be very faster and should result in quick output.” Results Problem Account Management Every account has one person responsible, a roadmap of communication and a plan for re-raise.
  • 3. Account Management For customer  Better quality in customer service: • • • • one contact responsible for the account company gets the information they need easy to reach AIESEC AIESEC provides proactive and fast-responding service
  • 4. Account Management Solutions One person is Structure adaptation to responsible for every account, have ONE account standardized responsible process and timeline of servicing, clear account transition scheme. Implementation of account management flow Account management education and customer loyalty behavior drive
  • 5. Account Management Solutions One person is responsible for every PPT Tools in this account, • 4 Rules of Account Management standardized process and timeline • Account Manager JD of servicing, clear • AM Customer Flow account transition scheme. • • • • Structure of the the necessary touch points Overall timeline Account Management– MC Implementation Account Management– LC Implementation
  • 6. 4 Rules of Account Management
  • 7. JOB DESCRIPTION – ACCOUNT MANAGER       
  • 8. JOB DESCRIPTION – ACCOUNT MANAGER
  • 9. JOB DESCRIPTION – ACCOUNT MANAGER   
  • 10. JOB DESCRIPTION – ACCOUNT MANAGER     
  • 11. ACCOUNT MANAGEMENT CUSTOMER FLOW For every account you must have the following meetings: Legend: Physical Meeting Virtual Interactions (Fast calls, mails) RE RAISING
  • 12.         
  • 13.   •  •  • •
  • 14.    
  • 15. Intern’s supervisor & Account Manager / Reception Manager     1-2 weeks before realization (meeting or call)  
  • 16. Intern’s supervisor & Account Manager / Reception Manager    
  • 17. By phone with intern’s supervisor & Account Manager      • The check in with the intern must happen in the same frequency 
  • 18. Intern’s supervisor, HR responsible       •This is the right moment for the account transition to the new account manager    
  • 19. Intern’s supervisor, HR responsible and New Account Manager    •This should be aligned during all the internship process that the Account manager will change after every 6 months in the quarterly reviews          
  • 20. Intern’s supervisor, HR responsible and/or CEO (if possible), Account Manager & newly elected VP •Explain the role of the LCVP iGIP for the company and give the company the contact of LCVP iGIP      
  • 21. By mail and phone with intern’s supervisor & Account Manager   
  • 22. Intern’s supervisor, Account manager, CEO or HR responsible      •1-2 week before intern leaves
  • 23. Account Management– MC Implementation iGIP 1.Specific coaching for LCPs to give ovewrview of the purpose of new Account Management 2. Implement new clear and specified JD for Account Managers: education, drive, tracking 3. Implement new Customer Servicing flow of the meetings 4. Create CRM system to keep record of each custome monitor and improve their experience in order to reraise 5. Regular coaching of LC VPs & LCPs to ensure effective implementation TM 1. Set the profile of Account Managers for the recruitment 2. Align HR/HR JD with new strategy implementation guidelines
  • 24. Account Management– LC Implementation iGIP 1. New clear and specified JD for Account Managers 2. Implement new Customer Servicing flow of the meetings 3. Transition meeting for new account manager & Compile customer feedback from every account
  • 25. Overall Timeline Update Education cycle with CLO output Allocate all partners with one account manager; explain JD and coach the account managers Set timeline and goals how to upscale for account management Select 2 LC-s to pilto Selection Process Impsovement; track them weekly Regular webinars based on education cycle to keep members confidence high Create Customer Centric Culture by involve this in national conferences and awards Track your members on regular bases via national CRM