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Deepening Customer Relationships - Pankaj Vaish, Accenture

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

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Deepening Customer Relationships - Pankaj Vaish, Accenture

  1. DEEPENING CUSTOMER RELATIONSHIPS Pankaj Vaish NASSCOM 2008: India Leadership Forum 14 th February, 2008
  2. THE P OWER OF A STRONG RELATIONSHIP RELATIONSHIP CONTRACTUAL ARRANGEMENT WEAK STRONG WEAK STRONG 7 4 1 8 5 2 9 6 3
  3. HOW TO DEEPEN CUSTOMER RELATIONSHIPS CUSTOMER RELATIONSHIP CUSTOMER EXPERIENCE VALUE CREATED SMART CLIENT
  4. SMART CLIENT <ul><li>S et a joint vision; steer everyone to achieve it </li></ul><ul><li>M anage to business outcomes – for both </li></ul><ul><li>A ctively govern the engagement </li></ul><ul><li>R einforce success together </li></ul><ul><li>T eam to outperform </li></ul>
  5. CUSTOMER EXPERIENCE – ACCENTURE’S POINT OF VIEW <ul><li>High-performing businesses drive customer loyalty through the quality of the customer experience delivered </li></ul><ul><li>Loyalty significantly adds to shareholder value </li></ul>
  6. MAXIMIZING CUSTOMER EXPERIENCE UNDERSTAND / MANAGE MAXIMIZE IMPROVE – EXPECTATIONS CUSTOMER EXPERIENCE = PERFORMANCE
  7. ENHANCING VALUE CREATED <ul><li>Take an end-to-end view of the customers’ business needs </li></ul><ul><ul><li>Break down silos </li></ul></ul><ul><li>Team with customers in prioritization / planning of the engagement </li></ul><ul><ul><li>Bring domain expertise to the table </li></ul></ul><ul><li>Tailor to the customer </li></ul><ul><ul><li>One size does not fit all; each has unique needs </li></ul></ul><ul><li>Take a customer-centric approach to managing your own business </li></ul><ul><ul><li>Align your performance metrics & rewards with those of your customers </li></ul></ul><ul><li>Drive innovation / improvement in what you do for them </li></ul><ul><ul><li>Help them drive the same in their organization </li></ul></ul>
  8. 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.

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