Output Content of the CLO Summit of AIESEC International

1. Customer Loyalty for Organization
Summit Output
Tier 3 – Account Management

2. #touch points
delivered
#satisfaction of
customer
(according to the
survey)
#ReRaised
Solution
Communication
with customer:
“AIESEC has to use
communication
channels more
active. Company is
paying fee to
AIESEC for get
counseling and
AIESEC has to give
more quality service
for this fee. AIESEC
should have more
delegation”
“Communication
should be very
faster and should
result in quick
output.”
Results
Problem
Account Management
Every account has
one person
responsible, a
roadmap of
communication and
a plan for re-raise.

3. Account Management
For customer  Better
quality in customer service:
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one contact responsible for the account
company gets the information they need
easy to reach AIESEC
AIESEC provides proactive and fast-responding
service

4. Account Management
Solutions
One person is
Structure adaptation to
responsible for every
have ONE
account, standardize account
responsible
d process and
timeline of
servicing, clear
account transition
scheme.
Implementation of
account management
flow
Account management
education and customer
loyalty behavior drive

5. Account Management
Solutions
One person is
responsible for every PPT
Tools in this
account, standardize
• 4 Rules of Account Management
d process and
timeline of
• Account Manager JD
servicing, clear
• AM Customer Flow
account transition
scheme.
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Structure of the the necessary touch points
Overall timeline
Account Management– MC Implementation
Account Management– LC Implementation

6. 4 Rules of Account Management

7. JOB DESCRIPTION – ACCOUNT
MANAGER
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8. JOB DESCRIPTION – ACCOUNT
MANAGER

9. JOB DESCRIPTION – ACCOUNT
MANAGER
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10. JOB DESCRIPTION – ACCOUNT
MANAGER
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11. ACCOUNT MANAGEMENT CUSTOMER FLOW
For every account you must have the following meetings:
Legend:
Physical Meeting
Virtual Interactions (Fast calls, mails)
RE RAISING

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15. Intern’s supervisor &
Account Manager /
Reception Manager
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1-2 weeks before realization
(meeting or call)
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16. Intern’s supervisor &
Account Manager /
Reception Manager
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17. By phone with
intern’s
supervisor &
Account Manager
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• The check in with the intern
must happen in the same
frequency
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18. Intern’s supervisor, HR
responsible
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•This is the right moment for
the account transition to the
new account manager
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19. Intern’s supervisor, HR
responsible and New
Account Manager
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•This should be aligned
during all the internship
process that the Account
manager will change after
every 6 months in the
quarterly reviews
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20. Intern’s supervisor, HR
responsible and/or CEO (if
possible), Account Manager
& newly elected VP
•Explain the role of the
LCVP iGIP for the company
and give the company the
contact of LCVP iGIP
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21. By mail and phone
with intern’s supervisor
& Account Manager
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22. Intern’s supervisor, Account
manager, CEO or HR
responsible
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•1-2 week before intern
leaves