This document discusses two examples of how an air filtration company used customer insights from research to take action. The first example describes how the company conducted needs-based customer segmentation research to identify key purchase drivers and develop customer personas. The second example discusses a business operations survey that established customer expectations and identified reasons for customer retention and attrition. The insights from these studies were then used to implement process improvements, target marketing, and enhance the customer experience.
Presenting this set of slides with name - Vendor Management Powerpoint Presentation Slides. Keep your audience glued to their seats with professionally designed PPT slides. This deck comprises of total of twenty eight slides. It has PPT templates with creative visuals and well researched content. . This content ready presentation deck is fully editable. Just click the DOWNLOAD button below. Change the colour, text and font size. You can also modify the content as per your need. The presentation is fully supported with Google Slides. It can be easily converted into JPG or PDF format. Get access to this well crafted complete deck presentation and leave your audience stunned.
Untuk memilih vendor/supplier yang dapat diandalkan dengan produk terbaik & jasa, spesifikasi yang tepat, kualitas yang tepat, ketepatan waktu pengiriman, layanan terbaik, dan juga harga yang terbaik, maka perusahaan harus melakukan proses seleksi dan evaluasi vendor/supplier secara komprehensif diukur dengan metode yang tepat.
This lecture slide was prepared for my guest lecture session in Bina Nusantara University's undergraduate program of International Business Management. It discussed the role of procurement function in an organisation, and how the function has been continuously evolved to meet market expectation by engaging business partners, as well as intra-company stakeholders. It shares top tips of how buyer can create value-add to the business from the book “Value-Added Purchasing” written by Eberhard E. Schening, PhD. Enjoy this as a part of your learning journey!
Presenting this set of slides with name - Vendor Management Powerpoint Presentation Slides. Keep your audience glued to their seats with professionally designed PPT slides. This deck comprises of total of twenty eight slides. It has PPT templates with creative visuals and well researched content. . This content ready presentation deck is fully editable. Just click the DOWNLOAD button below. Change the colour, text and font size. You can also modify the content as per your need. The presentation is fully supported with Google Slides. It can be easily converted into JPG or PDF format. Get access to this well crafted complete deck presentation and leave your audience stunned.
Untuk memilih vendor/supplier yang dapat diandalkan dengan produk terbaik & jasa, spesifikasi yang tepat, kualitas yang tepat, ketepatan waktu pengiriman, layanan terbaik, dan juga harga yang terbaik, maka perusahaan harus melakukan proses seleksi dan evaluasi vendor/supplier secara komprehensif diukur dengan metode yang tepat.
This lecture slide was prepared for my guest lecture session in Bina Nusantara University's undergraduate program of International Business Management. It discussed the role of procurement function in an organisation, and how the function has been continuously evolved to meet market expectation by engaging business partners, as well as intra-company stakeholders. It shares top tips of how buyer can create value-add to the business from the book “Value-Added Purchasing” written by Eberhard E. Schening, PhD. Enjoy this as a part of your learning journey!
• Make Versus Buy
• Benefit of Outsourcing
• Source of Supplier Information
• Strategis Selection
• Supplier Relationship Management (SRM)
• Industry Example
Importance of having a right Sourcing strategy is key to success for CXO. It has to be correct blend of partners both internal as well as external. The strategy can be arrived only if business goals are understood correctly. This deck shares an approach and ways to arrive at IT Sourcing Strategy.
Strategic Vs Tactical Procurement Shifting Focus Towards Value CreationGregStoller
Applying tactical versus strategic sourcing has huge implications on budgets, resources, value delivery and many other factors; the attached offers some insight in deciding which to apply
Apothem Advisory is a consulting company serving buyer and sellers to derive maximum value from their outsourcing deals. Primary focus to help global clients build and implement robust supplier governance framework. The company also provide assistance to Suppliers in Strategic Account Management.
Presenting this set of slides with name - Vendor Evaluation PowerPoint Presentation Slides. This PPT deck displays twenty six slides with in depth research. Our topic oriented Vendor Evaluation PowerPoint Presentation Slides presentation deck is a helpful tool to plan, prepare, document and analyse the topic with a clear approach. We provide a ready to use deck with all sorts of relevant topics subtopics templates, charts and graphs, overviews, analysis templates. Outline all the important aspects without any hassle. It showcases of all kind of editable templates infographs for an inclusive and comprehensive Vendor Assessment Powerpoint Presentation Slides presentation. Professionals, managers, individual and team involved in any company organization from any field can use them as per requirement.
Select our content ready Vendor Management PowerPoint Presentation Slides for vendor evaluation and selection. Describe the various activities included in researching and sourcing vendors with the help of this seller evaluation presentation deck. Supplier evaluation process PowerPoint complete deck comprises of professional slides such as determine company requirements, search appropriate vendors, vendors classification, request for vendors proposal, selection of vendor operating model, the selection process for vendors, vendor selection timeline,30-60-90-day plan, vendors evaluation matrix, negotiations strategic planning, to name a few. Manage vendors and improve their impact on business using the supplier management process PPT visuals. Furthermore, our compressive presentation helps executives to present the vendor rating criteria, quality delivery service, and price. Demonstrate a step by step process of vendor selection and check out the supplier’s capabilities against your needs. Download vendor evaluation process presentation templates to unlock efficiency and drive more value from a vendor relationship. Clearly explain company guidelines with our Vendor Management Powerpoint Presentation Slides. It helps convey instructions. https://bit.ly/3BbGqqF
Vendor performance Management CPPC conferenceGerald Ford
Canadian Public Procurement Council conference presentation Nov 2012 in Vancouver. A joint presentation with QCsolver and Merx. Presentation brought to you by QCsolver.com
• Make Versus Buy
• Benefit of Outsourcing
• Source of Supplier Information
• Strategis Selection
• Supplier Relationship Management (SRM)
• Industry Example
Importance of having a right Sourcing strategy is key to success for CXO. It has to be correct blend of partners both internal as well as external. The strategy can be arrived only if business goals are understood correctly. This deck shares an approach and ways to arrive at IT Sourcing Strategy.
Strategic Vs Tactical Procurement Shifting Focus Towards Value CreationGregStoller
Applying tactical versus strategic sourcing has huge implications on budgets, resources, value delivery and many other factors; the attached offers some insight in deciding which to apply
Apothem Advisory is a consulting company serving buyer and sellers to derive maximum value from their outsourcing deals. Primary focus to help global clients build and implement robust supplier governance framework. The company also provide assistance to Suppliers in Strategic Account Management.
Presenting this set of slides with name - Vendor Evaluation PowerPoint Presentation Slides. This PPT deck displays twenty six slides with in depth research. Our topic oriented Vendor Evaluation PowerPoint Presentation Slides presentation deck is a helpful tool to plan, prepare, document and analyse the topic with a clear approach. We provide a ready to use deck with all sorts of relevant topics subtopics templates, charts and graphs, overviews, analysis templates. Outline all the important aspects without any hassle. It showcases of all kind of editable templates infographs for an inclusive and comprehensive Vendor Assessment Powerpoint Presentation Slides presentation. Professionals, managers, individual and team involved in any company organization from any field can use them as per requirement.
Select our content ready Vendor Management PowerPoint Presentation Slides for vendor evaluation and selection. Describe the various activities included in researching and sourcing vendors with the help of this seller evaluation presentation deck. Supplier evaluation process PowerPoint complete deck comprises of professional slides such as determine company requirements, search appropriate vendors, vendors classification, request for vendors proposal, selection of vendor operating model, the selection process for vendors, vendor selection timeline,30-60-90-day plan, vendors evaluation matrix, negotiations strategic planning, to name a few. Manage vendors and improve their impact on business using the supplier management process PPT visuals. Furthermore, our compressive presentation helps executives to present the vendor rating criteria, quality delivery service, and price. Demonstrate a step by step process of vendor selection and check out the supplier’s capabilities against your needs. Download vendor evaluation process presentation templates to unlock efficiency and drive more value from a vendor relationship. Clearly explain company guidelines with our Vendor Management Powerpoint Presentation Slides. It helps convey instructions. https://bit.ly/3BbGqqF
Vendor performance Management CPPC conferenceGerald Ford
Canadian Public Procurement Council conference presentation Nov 2012 in Vancouver. A joint presentation with QCsolver and Merx. Presentation brought to you by QCsolver.com
Presentation delivered by Poppy Lakeman Fraser, Natural History Museum, as part of the Delegate Showcase session at Communicate 2012: Breaking Boundaries
This unit explains the following topics:
1. Life Time Value (LTV)
2. Recency
3. RFM Model
4. Customer Life Cycle
5. Segmentation
6. Acquisition Tactical Management
7. Customer Retention Stages
Game Changing Quality Strategies that Drive Organizational Excellencekushshah
Quality in the past was more related conforming to requirements, in lot of cases as it relates to engineering requirements and not necessarily enthusiastic customer experience. It was a very narrow definition of quality and focused more on Things Gone Wrong. Goal was to reach a level of customer accepted.
Quality definition today is much broader and winning in quality in this highly competitive environment requires deployment game changing quality strategies.
We will discuss how to infuse the voice of the customer into the way we design our products and services so that they exceed customer expectations. Organizations that engage all functions within enterprise and are customer centric will differentiate themselves from the rest of the competition. This presentation will provide an integrated roadmap on how to integrate proactive quality strategies such as Design for Six Sigma (DFSS), Advanced Product Quality Planning (APQP), Design Failure Modes and Effects Analysis (DFMEA), Process Failure Modes and Effects Analysis (PFMEA) along with reactive strategies such as Six Sigma and control plans to achieve organizational excellence.
5 Health Checks for Managing Customer RetentionTrustpilot
No one likes churn. And no one can afford a bad churn problem. So how do you prevent it? You need a way to monitor and manage the current health of every customer so you can accurately forecast each account’s likeliness to renew.
Check out this webinar featuring Brian Merritt, VP of Customer Success at Trustpilot, and Omer Gotlieb, Chief Customer Officer at Totango. The two of them will introduce 5 variables you should track to not only prevent churn, but to also grow recurring revenue.
Day 1 driving business impact multichannel excerptAnn McCartan
An excerpt from Day 1 of a 3 day seminar series on Multichannel Marketing, from strategy to detailed contact plans, campaign examples, metrics and modeling.
Functions required for building a deep technology company in robotics, computer vision and AI. Learning from my experience of managing a company at leadership level.
How to implement a strategic IT vendor management programJeff Kubacki
CIO's and their IT leadership teams should focus more time on a strategic IT vendor management program. After doing this for 8 years by conducting annual IT vendor days and implementing World Class IT principles, I decided to share what has worked and why it is important in the transition to becoming strategic business partners.
5 big bets to drive growth in 2024 without one additional marketing dollar AND how to adapt to the biggest shifting eCommerce trend- AI.
1) Romance Your Customers - Retention
2) ‘Alternative’ Lead Gen - Advocacy
3) The Beautiful Basics - Conversion Rate Optimization
4) Land that Bottom Line - Profitability
5) Roll the Dice - New Business Models
The session includes a brief history of the evolution of search before diving into the roles technology, content, and links play in developing a powerful SEO strategy in a world of Generative AI and social search. Discover how to optimize for TikTok searches, Google's Gemini, and Search Generative Experience while developing a powerful arsenal of tools and templates to help maximize the effectiveness of your SEO initiatives.
Key Takeaways:
Understand how search engines work
Be able to find out where your users search
Know what is required for each discipline of SEO
Feel confident creating an SEO Plan
Confidently measure SEO performance
In this presentation, Danny Leibrandt explains the impact of AI on SEO and what Google has been doing about it. Learn how to take your SEO game to the next level and win over Google with his new strategy anyone can use. Get actionable steps to rank your name, your business, and your clients on Google - the right way.
Key Takeaways:
1. Real content is king
2. Find ways to show EEAT
3. Repurpose across all platforms
Mastering Multi-Touchpoint Content Strategy: Navigate Fragmented User JourneysSearch Engine Journal
Digital platforms are constantly multiplying, and with that, user engagement is becoming more intricate and fragmented.
So how do you effectively navigate distributing and tailoring your content across these various touchpoints?
Watch this webinar as we dive into the evolving landscape of content strategy tailored for today's fragmented user journeys. Understanding how to deliver your content to your users is more crucial than ever, and we’ll provide actionable tips for navigating these intricate challenges.
You’ll learn:
- How today’s users engage with content across various channels and devices.
- The latest methodologies for identifying and addressing content gaps to keep your content strategy proactive and relevant.
- What digital shelf space is and how your content strategy needs to pivot.
With Wayne Cichanski, we’ll explore innovative strategies to map out and meet the diverse needs of your audience, ensuring every piece of content resonates and connects, regardless of where or how it is consumed.
Digital Money Maker Club – von Gunnar Kessler digital.focsh890
Title One is a comprehensive examination of the impact of digital technologies on
modern society. In a world where technology continues to advance rapidly, this article delves into the nuances and complexities of the digital age, exploring Its implications across various sectors and aspects of life.
The What, Why & How of 3D and AR in Digital CommercePushON Ltd
Vladimir Mulhem has over 20 years of experience in commercialising cutting edge creative technology across construction, marketing and retail.
Previously the founder and Tech and Innovation Director of Creative Content Works working with the likes of Next, John Lewis and JD Sport, he now helps retailers, brands and agencies solve challenges of applying the emerging technologies 3D, AR, VR and Gen AI to real-world problems.
In this webinar, Vladimir will be covering the following topics:
Applications of 3D and AR in Digital Commerce,
Benefits of 3D and AR,
Tools to create, manage and publish 3D and AR in Digital Commerce.
10 Video Ideas Any Business Can Make RIGHT NOW!
You'll never draw a blank again on what kind of video to make for your business. Go beyond the basic categories and truly reimagine a brand new advanced way to brainstorm video content creation. During this masterclass you'll be challenged to think creatively and outside of the box and view your videos through lenses you may have never thought of previously. It's guaranteed that you'll leave with more than 10 video ideas, but I like to under-promise and over-deliver. Don't miss this session.
Key Takeaways:
How to use the Video Matrix
How to use additional "Lenses"
Where to source original video ideas
When most people in the industry talk about online or digital reputation management, what they're really saying is Google search and PPC. And it's usually reactive, left dealing with the aftermath of negative information published somewhere online. That's outdated. It leaves executives, organizations and other high-profile individuals at a high risk of a digital reputation attack that spans channels and tactics. But the tools needed to safeguard against an attack are more cybersecurity-oriented than most marketing and communications professionals can manage. Business leaders Leaders grasp the importance; 83% of executives place reputation in their top five areas of risk, yet only 23% are confident in their ability to address it. To succeed in 2024 and beyond, you need to turn online reputation on its axis and think like an attacker.\
Key Takeaways:
- New framework for examining and safeguarding an online reputation
- Tools and techniques to keep you a step ahead
- Practical examples that demonstrate when to act, how to act and how to recover
Financial curveballs sent many American families reeling in 2023. Household budgets were squeezed by rising interest rates, surging prices on everyday goods, and a stagnating housing market. Consumers were feeling strapped. That sentiment, however, appears to be waning. The question is, to what extent?
To take the pulse of consumers’ feelings about their financial well-being ahead of a highly anticipated election, ThinkNow conducted a nationally representative quantitative survey. The survey highlights consumers’ hopes and anxieties as we move into 2024. Let's unpack the key findings to gain insights about where we stand.
Most small businesses struggle to see marketing results. In this session, we will eliminate any confusion about what to do next, solving your marketing problems so your business can thrive. You’ll learn how to create a foundational marketing OS (operating system) based on neuroscience and backed by real-world results. You’ll be taught how to develop deep customer connections, and how to have your CRM dynamically segment and sell at any stage in the customer’s journey. By the end of the session, you’ll remove confusion and chaos and replace it with clarity and confidence for long-term marketing success.
Key Takeaways:
• Uncover the power of a foundational marketing system that dynamically communicates with prospects and customers on autopilot.
• Harness neuroscience and Tribal Alignment to transform your communication strategies, turning potential clients into fans and those fans into loyal customers.
• Discover the art of automated segmentation, pinpointing your most lucrative customers and identifying the optimal moments for successful conversions.
• Streamline your business with a content production plan that eliminates guesswork, wasted time, and money.
Monthly Social Media News Update May 2024Andy Lambert
TL;DR. These are the three themes that stood out to us over the course of last month.
1️⃣ Social media is becoming increasingly significant for brand discovery. Marketers are now understanding the impact of social and budgets are shifting accordingly.
2️⃣ Instagram’s new algorithm and latest guidance will help us maintain organic growth. Instagram continues to evolve, but Reels remains the most crucial tool for growth.
3️⃣ Collaboration will help us unlock growth. Who we work with will define how fast we grow. Meta continues to evolve their Creator Marketplace and now TikTok are beginning to push ‘collabs’ more too.
Core Web Vitals SEO Workshop - improve your performance [pdf]Peter Mead
Core Web Vitals to improve your website performance for better SEO results with CWV.
CWV Topics include:
- Understanding the latest Core Web Vitals including the significance of LCP, INP and CLS + their impact on SEO
- Optimisation techniques from our experts on how to improve your CWV on platforms like WordPress and WP Engine
- The impact of user experience and SEO
A.I. (artificial intelligence) platforms are popping up all the time, and many of them can and should be used to help grow your brand, increase your sales and decrease your marketing costs.In this presentation:We will review some of the best AI platforms that are available for you to use.We will interact with some of the platforms in real-time, so attendees can see how they work.We will also look at some current brands that are using AI to help them create marketing messages, saving them time and money in the process. Lastly, we will discuss the pros and cons of using AI in marketing & branding and have a lively conversation that includes comments from the audience.
Key Takeaways:
Attendees will learn about LLM platforms, like ChatGPT, and how they work, with preset examples and real time interactions with the platform. Attendees will learn about other AI platforms that are creating graphic design elements at the push of a button...pre-set examples and real-time interactions.Attendees will discuss the pros & cons of AI in marketing + branding and share their perspectives with one another. Attendees will learn about the cost savings and the time savings associated with using AI, should they choose to.
3. Presentation Goal
• Get a basic understanding of how you can use
segmentation market research and the
customer insights gained to implement small
changes within your organization
4. Presentation Agenda
• Air Filtration Business Overview
• Review our Customer Insights Approach and Process
• Business Case Example: Air Filtration; Using Needs-
Based Segmentation Research to take Action
• Business Case Example: Air Filtration; Using a VOC
Business Survey to take Action
• Summary
5. Air Filtration
Strategy
• Help customers achieve air quality and plant performance
goals with products and solutions for Gas Turbine Inlet
Filtration and Industrial Filtration.
• With more than 40 years in air quality management expertise
to serve our customers, we are committed to improving power
plant performance and helping the world’s infrastructures run
cleaner, smarter and more efficiently.
Products
• Gas Turbine Inlet Systems
• Gas Turbine Inlet Filters
• Bags & Cages
• Pleated Filters
• Membrane Technology
• Performance Fabrics & Micro Filtration
• Baghouse Accessories & Replacement Parts
• Acoustic & Impulse Cleaning Systems
7. Market
Knowledge
Segmentation
& Targeting
Value
Creation
Go-To-Market Process
Our Approach & Process
Commercial
Activation
• Market Trends
• Competitive
Landscape
• Customer Needs
• Segment Profiling
• Customer
preferences
• Value Proposition
• Go to Market Plan
• Competitive
Positioning
• Pricing
• Marketing Execution
• Branding
8. Market
Knowledge
Segmentation
& Targeting
Value
Creation
Go-To-Market Process
Our Approach & Process
Commercial
Activation
• Market Trends
• Competitive
Landscape
• Customer Needs
• Segment Profiling
• Customer
preferences
• Value Proposition
• Go to Market Plan
• Competitive
Positioning
• Pricing
• Marketing Execution
• Branding
9. Segmentation v.s. Classification
•Needs-based Segmentation
•Primary research driven
•Survey customer on
needs, attitudes, usage
– Financing use
– Packages of service
– Price sensitivity
– Relationship management
•Classification
•Secondary data driven
•Create clusters based on like
performing data
– Credit performance
– Firmographics
– Geography
10. Segmentation answers the critical
questions …
•Who are our most profitable customers?
•How many more prospects look like them?
•What are their key needs / benefits?
•How do we serve them better?
•Resource targeting
– Leads, rep activity, approval, servicing
•Solution tailoring
– Price, distribution, communication /
advertising
– Products, Services, Innovation
12. Best Practice #1 - Segmentation
1. Needs Based Segmentation Research
Objective:
Understand what drives our customer to purchase
our products and what are their key needs
13. Segmentation Study Structure
4 Studies across our product lines in 2009
Global study included customers in United
States, Germany, Latin America, Western
Europe, and Middle East
Over 500 respondents (Both current
customers and non-customers)
Multi-channel (phone, web survey, LinkedIn)
14. 1. Price
2. Service & Tech
Support
3. Sales Support &
Relationship
4. Warranty/
Guarantees
5. Delivery
6. Product Features
7. Productivity
Improvement
8. Brand Rep/ Expert
Opinion
Identified 8 key
purchase drivers
(in priority order of
importance)
Purchase Drivers
What drives customers to buy
from suppliers like us?
15. Segmentation Common Insights
Build awareness
and overcome
the status quo
Product
durability and
reputation is
important
Low cost to
serve model is
needed
Meeting
commitments is
key
(delivery, qualit
y, technology)
16. Risk averse
“Do it for me”
Sales Support
Delivery
Expert Op /
Brand
Convenience
*Key
Characteristics
Performance
Highly technical
Seek innovation
Product Features
Productivity Impr.
*Major
Influences
Relationship
Improve operation
Value technology
Svc & Tech Support
Expert Op / Brand
Warranty /
Guarantee
Price
Lowest price
Basic products
Price
Delivery
Emerging Segments
17. Business
Segments
Segmentation Tools
Key Personas Within Each
Business Segment
• Plant Managers
• Chief Engineers
• Project Manager
• Sourcing Manager
• AP Finance Manager
• Operations Manager
Price Buyer
Convenience
Buyer
Operations Manager
Plant Manager
Each with their own needs and purchasing behaviors….
18. Developing multi-level messaging for
greatest impact Volkswagen Example
Safe & Reliable
Innovative, Sustainability, Re
iability
“Superior value, social
responsibility and a practical
commitment to sustainability”
Communicating to those who look
at safety first
• “The people want a mini-van
that drives like a Volkswagen”
Routan
• Communicating the key business objectives
through power positional statements
• Recognizing and using the industry needs
within its messaging
• Having a clear understanding of your
key segments
• Messaging to their key needs, traits, and
concerns
• Focusing on product and service detailed
information
• Cater to the targeted personas and
segments
Business level
Segment level
Product/Service level
19. Segmentation Action Summary
Identified our most profitable segments
Tagged our database of customers
Developed segmentation quick reference sheets and personas
to help our IS team in improved identification of customer
needs and influencing the purchase decision
Drove strategic organizational structure changes to support a
cost to serve model and improve ease of doing business
Used segmentation to help drive more targeted marketing
campaigns
21. Best Practice #2 – Customer Expectations
1. Needs Based Segmentation Research
2. Operational Business Survey
Sales Aids & Marketing Tools
More Targeted Value Propositions
NPI Support
Business Process Improvements
Customer Journey Map
Resulted in:
Objective: To define what customers expected
out of a supplier across and establish baselines
Objective: Understand what drives our customer to purchase our products and
what are their key needs
22. 1. Validate - Validate purchase drivers from segmentation
study
2. Baseline Customer Expectations – Quantifiable
definitions related to responsiveness and customer
expectations
3. Retention – Identify actions to keep customers longer
and drive more profitable business
4. Win-Back – Identify why customers leave suppliers
5. Competitive Intel – Gain pertinent intel and
benchmarking
Business Survey Objectives & Goals
24. Survey Structure
Completed late March 2011
Survey conducted double-blind, interview-style
352 responses, mostly US and LAS
Cross section of customers v.s. potential
Only 10% of respondents were from customer list
25. Responsiveness Expectations:
24 hour turnaround from their supplier on any question or issue
they may have
Live person every time they call a suppliers
Order status information available when they call
Customer Retention/ Win-back
Leave their suppliers primarily due to better pricing from another
Due to a poor customer experience
Survey Hypothesis
26. Results: Validated Key Purchase Drivers
73%
72%
58%
57%
55%
50%
46%
44%
41%
37%
33%
33%
28%
27%
26%
26%
20%
23%
35%
30%
34%
37%
36%
37%
40%
44%
37%
37%
36%
37%
37%
38%
5%
4%
10%
8%
11%
16%
15%
17%
17%
23%
25%
27%
26%
28%
26%
5%
Quality
Delivery
Responsiveness
ROI
Tech Support
Product Perf Guaranty
Supplier Reputation
Customer Service
Sales Support
Quote Cycle Time
Single Point of Contact
Low Purchase Price
Web Capabilities
Flexible Warranty Terms
Supplier used for a long time
Local inventory
Very important Somewhat important Neither Somewhat unimportant Very unimportant
27. Responsiveness
Customers expect 24 hour turnaround
from their supplier on any question or
issue they may have
Customers expect to get a live person
every time they call a suppliers
Customer Retention/
Win-back
Customers leave their suppliers
primarily due to better pricing from
another
Customers leave their current supplier
due to a poor customer experience
Survey Results Summary
Quotes – 67% expect 24 hour turn
Delivery – 82% expect 2 weeks or less
Cust Serv – 89% want answer in < 24 hrs
Tech Support – +30% want answer on the
phone
Price – 63% leave due to price
Cust Serv – 49% of product line A
customers leave because of customer
service issues
Product Quality – 53% of product line B
customers leave due to poor quality
Customers Expect
Retention Drivers
28. Resulted In Actions:
Business Metrics (OTD, Quote &
CS Responsiveness etc.)
Cost out = Competitiveness
Process Improvements
Product Quality Improvements
Survey Results and Actions
29. In Summary: Taking Insights into Action
Insights From:
Market Research
Various VOC
NPS Data
Performance Metrics
Business Process Improvements
Corporate Priorities
= Overall Improved
Customer Experience
Drives
Evidenced in 2012 by a 68% increase in TNPS score over ‘11
30. Thank you for having me!
Roberta O’Keith, MBA, CPC, ELI-MP
913-221-5214
rokeith70@yahoo.com
http://www.linkedin.com/in/rokeith/
Editor's Notes
Identify external trends and influencesAnalyze market, competitors, and customersCollect and manage knowledge and dataRecommend strategic directionsDevelop business case, secure sponsorship, and select teamDevelop hypothesis and research planConduct market research and develop solutions and targeting toolsValidate solutions, profile customers and develop customer insightsSelect and prioritize segments and communicate outcomesAlign business model and portfolioInnovate and create solutionsDefine positioning and create/validate value propsImplement and realize value-based pricingOptimize customer experience through aligning organizationDevelop channel and sales strategyLaunch external programs/education and communicationsMeasure and improve performance to drive changeBuild GE brand at critical touch pointsDevelop breakthrough advertising campaigns
Identify external trends and influencesAnalyze market, competitors, and customersCollect and manage knowledge and dataRecommend strategic directionsDevelop business case, secure sponsorship, and select teamDevelop hypothesis and research planConduct market research and develop solutions and targeting toolsValidate solutions, profile customers and develop customer insightsSelect and prioritize segments and communicate outcomesAlign business model and portfolioInnovate and create solutionsDefine positioning and create/validate value propsImplement and realize value-based pricingOptimize customer experience through aligning organizationDevelop channel and sales strategyLaunch external programs/education and communicationsMeasure and improve performance to drive changeBuild GE brand at critical touch pointsDevelop breakthrough advertising campaigns
PriceService & Tech SupportSales Support & RelationshipWarranty/ GuaranteesDeliveryProduct FeaturesProductivity ImprovementBrand re/ Expert Opinion
Segment cheat sheets for sales included description of the segment characteristics, key messaging, potential product solutions they would be interested in.Personas included characteristics of those individuals our sales reps would be talking to at our customers, what their pain points would be, what messaging would resonate with them, how to tailor the conversation around their needs.
Completed late March 2011Survey conducted blind, interview-style352 responses, mostly US and LASOnly 10% of respondents from GE listCross section of customers v.s. potential
Completed late March 2011Survey conducted blind, interview-style352 responses, mostly US and LASOnly 10% of respondents from GE listCross section of customers v.s. potential
Establishing baseline internal business metrics – OTD, Quote, Customer ServiceCost out opportunities through business process improvement projects to improve cycle times and improve price positioningProduct quality and NPI opportunities