Ecew richard watmough

•Download as PPTX, PDF•

0 likes•155 views

TheFocusGroup

Business Education

Making Excellence a Standard
Process
Richard Watmough
Research Manager

2
• Not Government…Royal Charter
• Revenue: £245m
• 2,500 staff
• Operations in 147 countries through 56 offices
• Customers: 64,000 including…
• …78% of FTSE 100, 53% Nikkei & 44% of Fortune 500
About BSI

BSI…A Changing Business
4
From Where @ To

BSI…A Changing Business
5
From Where @ To
•Divisional silos
•Commoditization
•Competition
•Operationally
focussed…not
customer centric
•2011 Revenue £245m

BSI…A Changing Business
6
•One BSI
•Customer centricity/
the customer journey
•Trust & value-add
•X2 revenue to £500m
by 2016
From Where @ To

BSI…A Changing Business
7
Culture
Manage Costs
Revenue & Profit

Where are we as a business
8
From Where @ To
•Trust…core to our business
•Breaking down the silos
•Understanding the market
•Single view & customer segmentation
•Voice of the customer

Using the VoC to Drive Growth
10
•Silos/ divisional/
product
•Not consistent
•Operationally
focussed not
customer driven
From Where @ To

Using the VoC to Drive Growth
11
•One “Group” survey
• Customer journey
•Transaction vs
Relationship
•Segmentation
•Consistency vs
flexibility
From Where @ To

12
The survey
- Timely
- Relevant
- Concise
Sales leads…customer’s
own request
Market understanding
- Why purchase
- Why BSI
Be pragmatic: Program ROI

The Customer Journey
13
IMPLEMENT
Purchase
Subscribe
Training
A Customer Journey With BSI
STANDARD MAINTAINCERTIFICATION
TrainingAuditing
Review
Testing
Software

Approach: The Customer Journey
14
ANOR
A BV
Future development
A BV A BV A BV
ANO
RA
BV
Activity
Benefits & Value
Relationship
Other
IMPLEMENT
Purchase
Subscribe
Training
A Customer Journey With BSI
STANDARD MAINTAINCERTIFICATION
TrainingAuditing
Review
Testing
Software

Approach: What We Are Doing
15
Activity
• NPS
• Why BSI
• Purchase objective
• Satisfaction
• Lead generation
• Opt in/ out for research
• Free text
• Alerts
Benefits & Value
• NPS
• Met Purchase objective
• Benefits
• Lead generation
• Opt in/ out for research
• Free text
• Alerts
Single View of Customer
Customer Segmentation

Where We Are With VoC
16
•Activity survey
launched
• Benefits & value Q3
• Combining VoC/
Customer data
From Where @ To

17
From Where @ To
• Responses: >1,100
• Stats
• NPS: >50%
• Overall Satisfaction score: 9/10
• Sales leads
• 15% of responses generate a lead
• Reinforcing x-sell and one BSI
•Opt-in vs Opt-out
• 72%opt-in
• 77% don’t opt-out
Where We Are With VoC

Lessons Learnt
18
•Importance of executive buy-in
•Be pragmatic
•Link the VoC to financial data
•Using the results
•Communication

19
The Future
For BSI
•Double revenues
•Advisory
•Branding & trust
Voice of the Customer
•Win/ loss
•Attrition
•NPS Research
•Focus Groups

What's hot

Interpolis a new road forward

Sheffie Jos

Qubit Presentation Final

Henry Lindon

Are you looking to bring your vertical expertise to the cloud? From Financial Services, to Healthcare, and the Public Sector, the salesforce.com partner team is committed to help our partners succeed. Join us to learn how you can build a successful commercial app and go-to-market strategy for your vertical. Hear from existing vertical partners who are already succeeding on the Salesforce Platform

Delivering Vertical Social Apps - Dreamforce - 9/18

Salesforce Partners

MakesYouLocal - padeda el.verslui sėkmingai plėstis užsienyje. MakesYouLocal komandą sudaro patyrę el. komercijos specialistai, kurių pagrindinis tikslas yra padėti el. komercijos įmonėms įsitvirtinti naujose rinkose. Padedame įmonėms priimti strateginius sprendimus, lokalizuoti internetinę parduotuvę, kad ji atitiktų naujoje šalyje keliamus reikalavimus. Įvedus el. parduotuvę į naują rinką, mūsų vietinė komanda tampa svarbia procesų dalimi. Mes galime pasirūpinti vietinių klientų aptarnavimu, internetinės parduotuvės administravimu, verslo plėtra, rinkodaros planavimu ir visų procesų įgyvendinimu.

Eksportas: įmonių lokalizacija Baltijos šalyse ir Skandinavijoje

Ieva Jankelaityte

About the Solution Provider Program

IsraSerna

Agile World Inc. Ways of Working, Business Agility and Rapid Innovation servi...

Karl Smith

What's hot (6)

Interpolis a new road forward

Qubit Presentation Final

Delivering Vertical Social Apps - Dreamforce - 9/18

Eksportas: įmonių lokalizacija Baltijos šalyse ir Skandinavijoje

About the Solution Provider Program

Agile World Inc. Ways of Working, Business Agility and Rapid Innovation servi...

Similar to Ecew richard watmough

Transitioning to a Subscription-based Business Model

ServiceSource

Transitioning to a subscription business model

ServiceSource

How can you grow a global customer advocacy program that highlights your facilitates customer growth, word of mouth marketing and brand development? Join Lauren Olerich, International Marketing, Gainsight and Laura O’Neill, Customer Marketing Associate, Gainsight on September 8, 7:00am - 8:00am PT as they deep dive on issues such as utilizing one-to-many campaigns to enable advocacy across segments, creating a customer reward program that works, and more.

Creating a Global Customer Advocacy Program

Gainsight

Zerobyte Presentation

Rajesh Mondal

Client Success Journey presented by Innography at Totango Tour

Totango

John Auble - Aligning Your Content With Your Customer Purchase Journey

Julia Grosman

Make 2016 the Year You Conquer Customer Success

Gainsight

This presentation was presented at #CustomerAnalytics Conference, Chicago 2014 by Maruti Peri, VP Sales. BRIDGEi2i helps businesses extract each ounce of loyalty in today's “Age of the Customers” as customer loyalty keeps fighting an uphill battle with increased product choices and proliferation of prospective client information. To know more about BRIDGEi2i Customer Intelligence Solutions, visit http://www.bridgei2i.com/customer-intelligence.html

BRIDGEi2i - #CustomerAnalytics Conference, Chicago 2014

BRIDGEi2i Analytics Solutions

Account Based Marketing - SiriusDecisions - January TCOMCUG

Ron Corbisier

Webinar ROI on CX programmes

Futurelab

Companies spends precious money on online advertisements, organic optimization but yet they are unsatisfied with the outcome. Typical problems faced by a Website/Portal are as following. 1) High Traffic but high bounce rate. 2) High Traffic but low conversion rate (sale or enquiry). 3) Low Overall Traffic 4) Ever increasing budget on Digital Marketing without improvement in average cost of customer acquisition. 5) Low Average Order Value. Are you facing any of these issues? Some Global statistics. Conversion rate typically range from 1 to 3 percent Companies typically spend $92 to bring customers, but only $1 to convert Only 22 percent companies are satisfied with their conversion rate About 75 percent of businesses have problems finding suitable expertise to optimise their landing page Businesses with over 40 landing pages generated a whopping 12 times more leads than those with 1-5 landing pages The presentation will help you to work out a Digital Marketing Strategy with quick ROI.

Digital Marketing Strategy with Quick ROI

Pathikrit Dasgupta

The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale. In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success. This presentation - How to use Customer Success to Prep for and Drive Contract Renewals - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Concur, InsideView, Marketo

How to use Customer Success to Prep for and Drive Contract Renewals

Gainsight

Kathleen Booth - From Pain To Gain

INBOUND

American Advertising Federation & WordStream - Gain and Retain Clients

Internet Marketing Software - WordStream

Rahul Deo Gupta

Rahul Deo Gupta, BSP

Advisor Onboarding

Tannyr Heyl

Taking a narrow view of experimentation data and looking solely at basic conversion metrics like clicks, lead generation or purchases may actually be limiting your growth strategy. In this session, you’ll learn how to draw confident conclusions about your experiments and their revenue impact, and avoid common pitfalls. ClassPass optimization expert, Nina Bayatti will share her experience approaching every customer acquisition effort as a hypothesis to be tested and how even when presented with positive outcomes she takes a critical eye to the results. By leveraging down-funnel data to evaluate the full story, Nina is able to identify which experiments are truly serving her goals beyond a single conversion metric.

Driving Customer Acquisition and Growth with Experimentation

Optimizely

Best practices in CSM compensation with customer success leaders

Gainsight

As healthcare organizations endeavor to adopt more sophisticated business models and technology platforms, the byproducts of increased budget scrutiny, fewer selling opportunities, and the challenges of displacing competitor products have brought new complexity to healthcare sales. In this increasingly competitive marketplace, the onus is on healthcare suppliers to build trust and differentiate their solutions by quantifying the immediate and long-term value their products and services pose to provider and payer organizations. What will you learn? >> How to quantify full solution value as part of your go-to-market strategy >> How to validate key value metrics with your current customers >> How to model value realization to better engage future buyers >> How ROI tools developed with your peers can build trust, differentiation

Using ROI to Build Trust and Differentiate in Today's Healthcare Market

billians

The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale. In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success. This presentation - Customer Success for Marketing Software - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Marin Software, Influitive, Conductor

Customer Success for Marketing Software

Gainsight

Similar to Ecew richard watmough (20)

Transitioning to a Subscription-based Business Model

Transitioning to a subscription business model

Creating a Global Customer Advocacy Program

Zerobyte Presentation

Client Success Journey presented by Innography at Totango Tour

John Auble - Aligning Your Content With Your Customer Purchase Journey

Make 2016 the Year You Conquer Customer Success

BRIDGEi2i - #CustomerAnalytics Conference, Chicago 2014

Account Based Marketing - SiriusDecisions - January TCOMCUG

Webinar ROI on CX programmes

Digital Marketing Strategy with Quick ROI

How to use Customer Success to Prep for and Drive Contract Renewals

Kathleen Booth - From Pain To Gain

American Advertising Federation & WordStream - Gain and Retain Clients

Rahul Deo Gupta

Advisor Onboarding

Driving Customer Acquisition and Growth with Experimentation

Best practices in CSM compensation with customer success leaders

Using ROI to Build Trust and Differentiate in Today's Healthcare Market

Customer Success for Marketing Software

More from TheFocusGroup

The below presentation showreel includes presentations by: Graeme Martin - Organizational Trust: What is it and does it matter anyway? Ryan Cheyne - VIPs are both your employees and customers Robert Ordever - Engaging those on the edge Sarah Barrett - ‘Walk the talk’ Karine Del Moro - The Power of Linkage: Drawing Connections between Employee and Customer Engagement to Drive Business Performance Yves Duhaldeborde - Advances in linkage analyses: Bridging data sources to drive business performance Alison Innes-Farquhar - ‘Role of Learning and Development in delivering business Change’ Caroline Hopkins - Inspirational and Caring Leadership David Macleod - Engage for Success

EFG 2013 - Presentations as a showreel

TheFocusGroup

EFG 2013 [Keynote] David MacLeod - Engage for success - why employee engageme...

TheFocusGroup

Ecew 2013

TheFocusGroup

Sony believe that understanding what the customer wants and needs is essential to success; customer experience now impacts on all areas of their business, from product development to all areas of customer interaction. Derek talks of how to gain the customer understanding required to drive process; asking the question whether B2C and B2B customers need different types of engagement; and how the organisation itself needs engaging, in order to deliver real customer benefits.

ECEW 2013 Derek Allison - Bringing Customer Centricity to Life

TheFocusGroup

ICEW 2013 Rene Otto - Providing Leadership to influence Customer Experience

TheFocusGroup

ICEW 2013 Graham Webster - Making Customer Experience come alive to transform...

TheFocusGroup

ICEW 2013 Anneli Retief - Consumer Consciousness Trends in South Africa

TheFocusGroup

ICEW 2013 Reshmi Maharaj - Putting SAs competitive customer satisfaction mark...

TheFocusGroup

ICEW 2013 Rob Collins - Mind and Mood: how to keep the customers coming back ...

TheFocusGroup

ICEW 2013 Wilfred Emmanuel-Jones - Building the Brand and Influence of Social...

TheFocusGroup

ICEW 2013 Amanda Cromhout - Big Data: the key to making customer-centric cha...

TheFocusGroup

Day+1+ +1440+-+carlton+hood

TheFocusGroup

Day1 track session_1_a_tom_allason

TheFocusGroup

ECEW 2013 Jo Moran - Shop Your Way

TheFocusGroup

With only 8% of leading business’s able to use their customer feedback to create true change and the discipline's faltering ability to evidence ROIs, should CEOs continue to invest in major CX programs? Can the other 92% really afford to risk their customers leaving in a blaze of apathy? Drawing on his experience of delivering global customer experience programs, Keith will reveal how the true innovators are able to quantify ROI from their cx program, providing examples of customer satisfaction driving gains in financial metrics such as life-time customer value, average spend, share of wallet and profitability.

ECEW 2013 Keith Schorah - Customer Experience: is it still the strategic inve...

TheFocusGroup

Day1 track session_1_b_ryan_cheyne

TheFocusGroup

Anthony stepped down as Chair of Metro Bank in December 2012. He outlines how the effect the customer experience-driven policies of MetroBank have had on performance, and on the aim of turning customers into advocates / fans. Introduction: about Metro Bank, founding ideas and ideals, history, growth throughout the South East, forward strategy; Customer Experience strategies: rewarding employees for satisfaction levels, not sales targets; These strategies have lead to: customer satisfaction scores, rates of recommendations, organisational growth How the use of social media / different channels (“touch points”) supports the CE-based strategy of the bank.

ECEW 2013 Anthony Thomson - The proven benefits of Metro Bank's CE strategy

TheFocusGroup

The human touch

TheFocusGroup

Day2 track session_1_b_susie_rivett

TheFocusGroup

Cris Beswick & Derek Bishop describe how moving away from a procedure based environment to an innovation focussed culture where employees can apply personal judgement is a must for 21st Century competitive advantage. Too often companies focus on operational excellence and standardisation to save costs but this approach can be at odds with employee/customer engagement and innovation. Cris & Derek will talk about how you can have the best of both worlds, achieving culture change without abandoning all internal discipline and structure in order to drive innovation and in turn exceptional customer experience.

ECEW 2013 Cris Beswick & Derek Bishop - The human touch

TheFocusGroup

More from TheFocusGroup (20)