EmployWise webinars how every employee can be a customer success agent
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The document discusses how all employees can contribute to customer success. It argues that customer communication and experience now comes from many sources, not just traditional customer-facing functions. It also outlines seven ways for HR to help create happy employees, such as through communication, training, and rewards, which can help support overall customer success. The key is taking a modern, cross-functional view where everyone plays a role in ensuring customer success.
![What is Customer Success? ,[object Object],More than just ‘delighting’ customers Effective high valued customer satisfaction](data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7)
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EmployWise webinars how every employee can be a customer success agent
- 1. How Every Employee Can Be A Customer Success Agent Gunjan Garg & Yu Yu Din Global Groupware Solutions Ltd. 22 December, 2011
- 5. Employees Cared Only About Their Function
- 6. Modern Cross Functions View
- 9. HR’s Role in Customer Success
- 11. Communication
- 12. Know What They’re Thinking
- 13. Focus on the Good
- 14. Training
- 16. Get Out of their Way
- 17. Make Work Fun
- 20. Thank you! Write to me at gunjan.garg@employwise.com Access our webinars and other HR resources at: http://www.employwise.com/cafe-hr.html Our Next Webinar: 29 December, 2011 – Why HR Transformation is the Need of the Hour by Prachika Poonia Register here: https://www3.gotomeeting.com/register/249984854
Editor's Notes
- Marketing -> Sales -> Customer Success -> Product Engineering ->
- Success Happy Customers Happy Employees Human Resources
- Adequate training programmes for the talent available - Identifying skill gaps - Many HR teams struggle with identifying skill gaps because they do not have a proper inventory of training programmes available to identify with - By having an inventory of skills, you’ll immediately know what’s missing for an employee for a particular job role - For example, Training Module will - Managing on going training programmes - Proper linkage between performance and training processes are not seen in most organisations. Managers or HR should be able to evaluate whether training has significantly impacted the person. This way you’ll also get to know the ROI on training - - - Proper feedback mechanism on trainings attended - having training then evaluating after a period of time evaluating whether employee is able to apply the training and improve performance. Post it notes: http://www.flickr.com/photos/toolstop/4546012979/
- Adequate training programmes for the talent available - Identifying skill gaps - Many HR teams struggle with identifying skill gaps because they do not have a proper inventory of training programmes available to identify with - By having an inventory of skills, you’ll immediately know what’s missing for an employee for a particular job role - For example, Training Module will - Managing on going training programmes - Proper linkage between performance and training processes are not seen in most organisations. Managers or HR should be able to evaluate whether training has significantly impacted the person. This way you’ll also get to know the ROI on training - - - Proper feedback mechanism on trainings attended - having training then evaluating after a period of time evaluating whether employee is able to apply the training and improve performance. Post it notes: http://www.flickr.com/photos/toolstop/4546012979/
- Adequate training programmes for the talent available - Identifying skill gaps - Many HR teams struggle with identifying skill gaps because they do not have a proper inventory of training programmes available to identify with - By having an inventory of skills, you’ll immediately know what’s missing for an employee for a particular job role - For example, Training Module will - Managing on going training programmes - Proper linkage between performance and training processes are not seen in most organisations. Managers or HR should be able to evaluate whether training has significantly impacted the person. This way you’ll also get to know the ROI on training - - - Proper feedback mechanism on trainings attended - having training then evaluating after a period of time evaluating whether employee is able to apply the training and improve performance. Post it notes: http://www.flickr.com/photos/toolstop/4546012979/
- Adequate training programmes for the talent available - Identifying skill gaps - Many HR teams struggle with identifying skill gaps because they do not have a proper inventory of training programmes available to identify with - By having an inventory of skills, you’ll immediately know what’s missing for an employee for a particular job role - For example, Training Module will - Managing on going training programmes - Proper linkage between performance and training processes are not seen in most organisations. Managers or HR should be able to evaluate whether training has significantly impacted the person. This way you’ll also get to know the ROI on training - - - Proper feedback mechanism on trainings attended - having training then evaluating after a period of time evaluating whether employee is able to apply the training and improve performance. Post it notes: http://www.flickr.com/photos/toolstop/4546012979/
- Adequate training programmes for the talent available - Identifying skill gaps - Many HR teams struggle with identifying skill gaps because they do not have a proper inventory of training programmes available to identify with - By having an inventory of skills, you’ll immediately know what’s missing for an employee for a particular job role - For example, Training Module will - Managing on going training programmes - Proper linkage between performance and training processes are not seen in most organisations. Managers or HR should be able to evaluate whether training has significantly impacted the person. This way you’ll also get to know the ROI on training - - - Proper feedback mechanism on trainings attended - having training then evaluating after a period of time evaluating whether employee is able to apply the training and improve performance. Post it notes: http://www.flickr.com/photos/toolstop/4546012979/
- Adequate training programmes for the talent available - Identifying skill gaps - Many HR teams struggle with identifying skill gaps because they do not have a proper inventory of training programmes available to identify with - By having an inventory of skills, you’ll immediately know what’s missing for an employee for a particular job role - For example, Training Module will - Managing on going training programmes - Proper linkage between performance and training processes are not seen in most organisations. Managers or HR should be able to evaluate whether training has significantly impacted the person. This way you’ll also get to know the ROI on training - - - Proper feedback mechanism on trainings attended - having training then evaluating after a period of time evaluating whether employee is able to apply the training and improve performance. Post it notes: http://www.flickr.com/photos/toolstop/4546012979/
- Adequate training programmes for the talent available - Identifying skill gaps - Many HR teams struggle with identifying skill gaps because they do not have a proper inventory of training programmes available to identify with - By having an inventory of skills, you’ll immediately know what’s missing for an employee for a particular job role - For example, Training Module will - Managing on going training programmes - Proper linkage between performance and training processes are not seen in most organisations. Managers or HR should be able to evaluate whether training has significantly impacted the person. This way you’ll also get to know the ROI on training - - - Proper feedback mechanism on trainings attended - having training then evaluating after a period of time evaluating whether employee is able to apply the training and improve performance. Post it notes: http://www.flickr.com/photos/toolstop/4546012979/