The document outlines a team's mapping of customer touch points for an organization. It identifies touch points such as targeting, acquiring, onboarding, serving, growing, and retaining customers. It also discusses processes that support touch points, people who interact with customers, pain points, and an ideal customer experience. The team suggests improvements like monthly quizzes, adding a receptionist, and collecting faculty feedback.

1. CUSTOMER TOUCH POINTS
BY
TEAM: “GO GETTERS”
HARSH,NIKHIL,ABHISHEK
HUSAIN,PRADEEP & ZEESHAN

2. CUSTOMERS TOUCH POINT & MAPPING
 Which specific interaction occurs at which point.
 Which process supports that touch point.
 People that support the touch points.
 Who the customer interacts with.
 Pain points of the touch points.
 What would be an ideal customer experience.

3. TOUCH POINT MAPPING

4. TOUCH POINTS & MAPPING
 TARGET
 AQUIRE
 ONBOARD
 SERVE
 GROW
 RETAIN

5. IDENTIFYING
 TARGETING
 MARKETING
 PROCESS
 PLANNING
 INFORMATION

6. VAS BY AGA
 Web Ex Classes
 Gramdarshan
 Management Games
 IIM Indore
 Field Visits

7. CUSTOMER EXPERIENCE
 Delivering the best quality
 Gathering right information tools
 Rating on basis of performance
 Employee experience

8. RETHINKING MARKETING
 From product approach to services.
 From product profitability to customer profitability.
 Proper interaction of departments for better flow of
information.

9. CUSTOMER - CENTRICITY
 CUSTOMER PROFITABILITY.
 CUSTOMER SEGMENTATION.
 VALUE PROPOSITIONS.
 EDUCATED, EMPOWERED & ENGAGED CUSTOMER INTERFACE.

10. SUGGESTION
Quiz Program after every 1 month.
Need for a receptionist.
Feedback from individual faculty on one to one basis.

11. THANK YOU
ZEESHAN
NIKHIL HARSH HUSAIN
PRADEEP ABHISHEK
GO GETTER’S