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Deepening Customer Relationships - Pankaj Vaish Accenture, NASSCOM India Leadership Forum 2008, Client servicing

Deepening Customer Relationships - Pankaj Vaish Accenture, NASSCOM India Leadership Forum 2008, Client servicing

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Deepening Customer Relationships - Pankaj Vaish, Accenture Deepening Customer Relationships - Pankaj Vaish, Accenture Presentation Transcript

  • DEEPENING CUSTOMER RELATIONSHIPS Pankaj Vaish NASSCOM 2008: India Leadership Forum 14 th February, 2008
  • THE P OWER OF A STRONG RELATIONSHIP RELATIONSHIP CONTRACTUAL ARRANGEMENT WEAK STRONG WEAK STRONG 7 4 1 8 5 2 9 6 3
  • HOW TO DEEPEN CUSTOMER RELATIONSHIPS CUSTOMER RELATIONSHIP CUSTOMER EXPERIENCE VALUE CREATED SMART CLIENT
  • SMART CLIENT
    • S et a joint vision; steer everyone to achieve it
    • M anage to business outcomes – for both
    • A ctively govern the engagement
    • R einforce success together
    • T eam to outperform
  • CUSTOMER EXPERIENCE – ACCENTURE’S POINT OF VIEW
    • High-performing businesses drive customer loyalty through the quality of the customer experience delivered
    • Loyalty significantly adds to shareholder value
  • MAXIMIZING CUSTOMER EXPERIENCE UNDERSTAND / MANAGE MAXIMIZE IMPROVE – EXPECTATIONS CUSTOMER EXPERIENCE = PERFORMANCE
  • ENHANCING VALUE CREATED
    • Take an end-to-end view of the customers’ business needs
      • Break down silos
    • Team with customers in prioritization / planning of the engagement
      • Bring domain expertise to the table
    • Tailor to the customer
      • One size does not fit all; each has unique needs
    • Take a customer-centric approach to managing your own business
      • Align your performance metrics & rewards with those of your customers
    • Drive innovation / improvement in what you do for them
      • Help them drive the same in their organization
  • EVERY CUSTOMER INTERACTION IS AN OPPORTUNITY Customers who buy a product with problems but receive “world-class” customer service while resolving the problem are more likely to repurchase from the company than customers who buy a perfect product with no problems at all. Dr. Jon Anton – Recent Survey Results* Source: “eBusiness Customer Service” by Jon Anton Providing a superlative customer experience directly correlates to a customer’s propensity to remain loyal and buy additional products / services thus contributing to shareholder value.