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Diane Scott, Executive Vice President and Global Chief Product and Marketing Officer for Western Union, discussed what it takes for a company to effectively serve its customers during her presentation at the 2014 Customer Care Leadership Forum in Denver on Sept. 11. In her presentation, “The Customer Journey: Owning the Moments That Matter,” Scott noted understanding customer attitudes, behaviors and processes is key for a business to fully support its clientele.
According to Scott, understanding the customer journey is important because it enables a company to learn about its customers and find the best ways to connect with them. In addition, Scott pointed out customers are amazing people, and devoting the necessary time and resources to learn about them can have far-flung effects on a business: “If you take the customers, the consumer side of our business, they really are probably some of the most incredible people you’ll ever meet literally in your lives. These are global citizens. They actually know no boundaries, they know no borders.”
A multinational business, meanwhile, faces numerous challenges to connect with customers in multiple countries simultaneously, Scott said. If a multinational company understands each country’s landscape, Scott said, it can extend its global reach: “When you work with as many countries as we do, and as many as you do, their country’s unique, their customer segment’s unique [and] we’re different. And when you’re trying to figure out how to get efficiency and scale, you have to have that balance of how unique and different as well as what some of those universal truths are.”
- See more at: http://www.argylejournal.com/customer-care/the-customer-journey-owning-the-moments-that-matter-diane-scott-executive-vice-president-global-chief-product-and-marketing-officer-western-union/#sthash.f7obFZAb.dpufThe Customer Journey: Owning the Moments That Matter: Diane Scott, Executive ...
The Customer Journey: Owning the Moments That Matter: Diane Scott, Executive ...Argyle Executive Forum
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Diane Scott, Executive Vice President and Global Chief Product and Marketing Officer for Western Union, discussed what it takes for a company to effectively serve its customers during her presentation at the 2014 Customer Care Leadership Forum in Denver on Sept. 11. In her presentation, “The Customer Journey: Owning the Moments That Matter,” Scott noted understanding customer attitudes, behaviors and processes is key for a business to fully support its clientele.
According to Scott, understanding the customer journey is important because it enables a company to learn about its customers and find the best ways to connect with them. In addition, Scott pointed out customers are amazing people, and devoting the necessary time and resources to learn about them can have far-flung effects on a business: “If you take the customers, the consumer side of our business, they really are probably some of the most incredible people you’ll ever meet literally in your lives. These are global citizens. They actually know no boundaries, they know no borders.”
A multinational business, meanwhile, faces numerous challenges to connect with customers in multiple countries simultaneously, Scott said. If a multinational company understands each country’s landscape, Scott said, it can extend its global reach: “When you work with as many countries as we do, and as many as you do, their country’s unique, their customer segment’s unique [and] we’re different. And when you’re trying to figure out how to get efficiency and scale, you have to have that balance of how unique and different as well as what some of those universal truths are.”
- See more at: http://www.argylejournal.com/customer-care/the-customer-journey-owning-the-moments-that-matter-diane-scott-executive-vice-president-global-chief-product-and-marketing-officer-western-union/#sthash.f7obFZAb.dpufThe Customer Journey: Owning the Moments That Matter: Diane Scott, Executive ...
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Project work-Rohit.pptx
- 1. What is CPB Private banking is personalized banking and financial services offered to a bank’s • HNIs(High Net Worth Individuals) & • UHNIs(Ultra High Net Worth Individuals) Ci provides Private banking services to 1. Professionals 2. Layers & law firm groups 3. Wealthy individuals 4. Global family office Responding to unique needs: • CPB serves family offices of varying size and complexity, executing multi-disciplinary strategies based upon each client’s requirements. • CPB frequently serves clients with family members, businesses and foundations that span multiple geographies around the world. • CPB’s regional client teams work with a small no of family office clients in order to ensure high level of service
- 2. Who is HNWI or UHNWIs Explained in google doc. Refer here from there.
- 3. Onboarding process-Identify lead/Prospect creation Prospect creation process Prospect request is created in IV banker(IVB) by the banker Details such as prospect time, contact info, country /location, banker, company, estimated net worth, sector are captured by the banker in the prospect creation form . A name check is performed while creating a new prospect. Prospect approval process is a part of CRM module. The request will be reviewed and approved by the business manager or specific set of approvers. Once approval is obtained, a new relationship and member is created in Onesource & Inview. Call report- any communication in between banker and client is captured in the call report. Pipeline- a process of overseeing & directing future sales in various stages Call report is also a part of CRM module In future , the entire prospect creation, approval, call report creation, pipeline will be part of Salesforce.