Our signature Channel Program Blueprint (CPB) report provides a framework for understanding the primary elements associated with a successful sales channel, and helps you establish a plan that incorporates the people, processes, and systems to achieve results.
Incentives: The Secret Ingredient of a Successful Channel Enablement StrategySeth Jacobsen
When it comes to enabling your sales channels, it’s important to have partners you can count on to help you move your products effectively and efficiently.
But how do you design and implement a channel strategy that will get their buy in and enable them to succeed? It’s all a matter of asking the right questions.
With cloud, the economics change, the culture changes, the people, skills, compensation for the sales people changes. What vendors are going to help their partners make the transition to the cloud?
Through The TPM OCS Channel Development Model, we can help you with all phases on your Channel Strategy.
5 Relevancy Strategies to Break Through and Engage: Search, Display, SocialPerformics
Performics Q3 Webinar: Learn how to leverage relevancy to boost digital performance: analytics, channel integration, copy/landing page test & learn, Panda 4.0 & search retargeting.
This presentation was taken from The Luxury Marketing Council, The Importance of Good Listening and Conversation event, held at The Wick.
Presentation was completed by Bob Shullman of The Shullman Research Center
Partner relationships are the bedrock of a successful channel sales model. However, sometimes partner relationship management can seem like an icy road where you skid at every step. Watch this presentation to discover ways to boost partner engagement.
Our signature Channel Program Blueprint (CPB) report provides a framework for understanding the primary elements associated with a successful sales channel, and helps you establish a plan that incorporates the people, processes, and systems to achieve results.
Incentives: The Secret Ingredient of a Successful Channel Enablement StrategySeth Jacobsen
When it comes to enabling your sales channels, it’s important to have partners you can count on to help you move your products effectively and efficiently.
But how do you design and implement a channel strategy that will get their buy in and enable them to succeed? It’s all a matter of asking the right questions.
With cloud, the economics change, the culture changes, the people, skills, compensation for the sales people changes. What vendors are going to help their partners make the transition to the cloud?
Through The TPM OCS Channel Development Model, we can help you with all phases on your Channel Strategy.
5 Relevancy Strategies to Break Through and Engage: Search, Display, SocialPerformics
Performics Q3 Webinar: Learn how to leverage relevancy to boost digital performance: analytics, channel integration, copy/landing page test & learn, Panda 4.0 & search retargeting.
This presentation was taken from The Luxury Marketing Council, The Importance of Good Listening and Conversation event, held at The Wick.
Presentation was completed by Bob Shullman of The Shullman Research Center
Partner relationships are the bedrock of a successful channel sales model. However, sometimes partner relationship management can seem like an icy road where you skid at every step. Watch this presentation to discover ways to boost partner engagement.
Industry 4.0: Technology Insights for Channel Program OptimizationSeth Jacobsen
The concept of Industry 4.0 – also known as the fourth industrial revolution – is mostly rooted in data, analytics, autonomous learning, and the Internet of Things. The impact of smart technology, however, is not limited to the supply chain and manufacturing operations. Opportunities to innovate exist in the sales and distribution channel as well. Of course, the ultimate goal is to reduce costs, increase productivity and market share, and drive revenue growth.
Improve your revenue by engaging in true Sales Enablement. Sales Enablement can help you generate and close more leads, faster. Look for a Sales Enablement tool that provides you a 360 degree view of prospects and covers every aspect of sales and marketing including lead generation, demand generation, drip campaign, blogging and social media posting.
This presentation explains how investing in an integrated Marketing Automation and Sales Enablement solution can bring you more leads and close more sales.
PRM or CRM? The Right Choice for the Indirect Sales ChannelSeth Jacobsen
In this Executive Brief we will look at challenges that arise when companies use a Customer Relationship Management (CRM) system to manage their indirect sales process. We will also discuss how Partner Relationship Management (PRM), when implemented correctly, can be used to bridge the gap between vendors and their end customers by managing partner relationships during the first stage of the distribution strategy.
Indirect Go To Market Strategy Powerpoint Presentation SlidesSlideTeam
It covers all the important concepts and has relevant templates which cater to your business needs. This complete deck has PPT slides on Indirect Go To Market Strategy Powerpoint Presentation Slides with well suited graphics and subject driven content. This deck consists of total of six three slides. All templates are completely editable for your convenience. You can change the colour, text and font size of these slides. You can add or delete the content as per your requirement. Get access to this professionally designed complete deck presentation by clicking the download button below. https://bit.ly/39IzzK7
If you’re not integrating your survey program with Salesforce, you’re missing the chance to infuse key customer data into Salesforce and strengthen customer relationships. Join us as we showcase how leading brands are integrating their feedback programs with Salesforce to monitor key metrics like Net Promoter Score and customer satisfaction, improve customer experiences, and boost loyalty. We’ll be joined by Macy Howarth, a leader on athenahealth’s Customer Success team, to talk about how they structure their Voice of the Customer program and leverage customer feedback to create change in their organization. You will walk away with a blueprint for your own integrated feedback program.
Expand Your Service Offerings with New Applications of Your Marketing Platformcamillemarti
In this slideshare, you'll see how a MindFire customer, Think Patented, is using marketing automation technology to extend their services beyond typical marketing campaigns. You'll learn how Think Patented:
1. Uses a flexible marketing platform to broaden the scope of their services outside of multi-channel marketing campaigns.
2. Created an automated Recruitment Portal to pre-qualify third-party vendors for their facilities maintenance management client.
3. Organized their client's trade show communication including pre and post event multi-channel campaigns, automated appointment setting, and prospect data analysis.
You know that partner relationships are the bedrock of a successful channel sales model. However, sometimes partner relationship management can seem like an icy road where you skid at every step.
Watch this presentation to discover ways to boost partner engagement.
How to drive target HCPs to your webinar recordings in 2021SergeyIvannikov2
1. How to engage target HCPs and collect their personal contacts with all proper consents to comply to GDPR and industry rules
2. How to drive HCPs to your webinar recordings
3. How to account for digital touchpoints
Are you making these 14 Channel Marketing Mistakes? - ChannelEyes WebinarJay McBain
It doesn’t come as a surprise to Channel Professionals that things are changing faster than ever across the partner ecosystem. A perfect storm of new technologies, transforming business models, rapidly evolving competition, consumerization and economic forces have fundamentally changed the traditional supplier/partner relationship.
Not only are things moving much faster, the relationships have become significantly more complex. Ten years ago, a solid email, portal, phone, advertising and events strategy was all that was needed to communicate effectively to partners and customers. Today we have more than 30 marketing vehicles in play, and the level of noise and clutter is, at times, out of control.
Most of us were taught to measure ROI and then focus on the top 2-3 things that drive results. The problem is that these 2-3 things aren’t working the way they used to:
Email newsletters aren’t getting opened or clicked thru.
Beyond the usual suspects, webinar and tradeshow traffic is dropping.
Advertising, whether print or digital is not having the same impact as years ago.
Portal traffic is at an all-time low – partners just aren’t coming in the same numbers.
While every situation is different – the following 14 Channel Marketing Mistakes are common throughout our industry:
Not utilizing new automation tools for Email & Newsletters
Too reliant on the Partner Portal for communication
Not taking advantage of Communities
Too focused on the home run
Expecting too much from social
Not having or sticking to an editorial calendar
Producing too much boring or sales-related content
Under-utilizing the media
Thinking Direct Mail is too expensive
Segmenting Partners into Revenue Tiers Only
Expending too much effort on Partner Recruitment
Underperforming Tradeshows
Renewing tactics year to year without justification
Not taking advantage of Mobile
Industry 4.0: Technology Insights for Channel Program OptimizationSeth Jacobsen
The concept of Industry 4.0 – also known as the fourth industrial revolution – is mostly rooted in data, analytics, autonomous learning, and the Internet of Things. The impact of smart technology, however, is not limited to the supply chain and manufacturing operations. Opportunities to innovate exist in the sales and distribution channel as well. Of course, the ultimate goal is to reduce costs, increase productivity and market share, and drive revenue growth.
Improve your revenue by engaging in true Sales Enablement. Sales Enablement can help you generate and close more leads, faster. Look for a Sales Enablement tool that provides you a 360 degree view of prospects and covers every aspect of sales and marketing including lead generation, demand generation, drip campaign, blogging and social media posting.
This presentation explains how investing in an integrated Marketing Automation and Sales Enablement solution can bring you more leads and close more sales.
PRM or CRM? The Right Choice for the Indirect Sales ChannelSeth Jacobsen
In this Executive Brief we will look at challenges that arise when companies use a Customer Relationship Management (CRM) system to manage their indirect sales process. We will also discuss how Partner Relationship Management (PRM), when implemented correctly, can be used to bridge the gap between vendors and their end customers by managing partner relationships during the first stage of the distribution strategy.
Indirect Go To Market Strategy Powerpoint Presentation SlidesSlideTeam
It covers all the important concepts and has relevant templates which cater to your business needs. This complete deck has PPT slides on Indirect Go To Market Strategy Powerpoint Presentation Slides with well suited graphics and subject driven content. This deck consists of total of six three slides. All templates are completely editable for your convenience. You can change the colour, text and font size of these slides. You can add or delete the content as per your requirement. Get access to this professionally designed complete deck presentation by clicking the download button below. https://bit.ly/39IzzK7
If you’re not integrating your survey program with Salesforce, you’re missing the chance to infuse key customer data into Salesforce and strengthen customer relationships. Join us as we showcase how leading brands are integrating their feedback programs with Salesforce to monitor key metrics like Net Promoter Score and customer satisfaction, improve customer experiences, and boost loyalty. We’ll be joined by Macy Howarth, a leader on athenahealth’s Customer Success team, to talk about how they structure their Voice of the Customer program and leverage customer feedback to create change in their organization. You will walk away with a blueprint for your own integrated feedback program.
Expand Your Service Offerings with New Applications of Your Marketing Platformcamillemarti
In this slideshare, you'll see how a MindFire customer, Think Patented, is using marketing automation technology to extend their services beyond typical marketing campaigns. You'll learn how Think Patented:
1. Uses a flexible marketing platform to broaden the scope of their services outside of multi-channel marketing campaigns.
2. Created an automated Recruitment Portal to pre-qualify third-party vendors for their facilities maintenance management client.
3. Organized their client's trade show communication including pre and post event multi-channel campaigns, automated appointment setting, and prospect data analysis.
You know that partner relationships are the bedrock of a successful channel sales model. However, sometimes partner relationship management can seem like an icy road where you skid at every step.
Watch this presentation to discover ways to boost partner engagement.
How to drive target HCPs to your webinar recordings in 2021SergeyIvannikov2
1. How to engage target HCPs and collect their personal contacts with all proper consents to comply to GDPR and industry rules
2. How to drive HCPs to your webinar recordings
3. How to account for digital touchpoints
Are you making these 14 Channel Marketing Mistakes? - ChannelEyes WebinarJay McBain
It doesn’t come as a surprise to Channel Professionals that things are changing faster than ever across the partner ecosystem. A perfect storm of new technologies, transforming business models, rapidly evolving competition, consumerization and economic forces have fundamentally changed the traditional supplier/partner relationship.
Not only are things moving much faster, the relationships have become significantly more complex. Ten years ago, a solid email, portal, phone, advertising and events strategy was all that was needed to communicate effectively to partners and customers. Today we have more than 30 marketing vehicles in play, and the level of noise and clutter is, at times, out of control.
Most of us were taught to measure ROI and then focus on the top 2-3 things that drive results. The problem is that these 2-3 things aren’t working the way they used to:
Email newsletters aren’t getting opened or clicked thru.
Beyond the usual suspects, webinar and tradeshow traffic is dropping.
Advertising, whether print or digital is not having the same impact as years ago.
Portal traffic is at an all-time low – partners just aren’t coming in the same numbers.
While every situation is different – the following 14 Channel Marketing Mistakes are common throughout our industry:
Not utilizing new automation tools for Email & Newsletters
Too reliant on the Partner Portal for communication
Not taking advantage of Communities
Too focused on the home run
Expecting too much from social
Not having or sticking to an editorial calendar
Producing too much boring or sales-related content
Under-utilizing the media
Thinking Direct Mail is too expensive
Segmenting Partners into Revenue Tiers Only
Expending too much effort on Partner Recruitment
Underperforming Tradeshows
Renewing tactics year to year without justification
Not taking advantage of Mobile
Innovative Customer Service for Building Loyalty - Mindtreesamirandev1
Mindtree provides innovative customer service by building loyalty among customers. It gives the best solutions and strategies for delivering the best customer service in this digital era. Click here to know more.
Best Innovative Customer Service | Mindtree AnikeyRoy
Mindtree provides all the innovative customer service by building loyalty among customers. It gives the best solutions and strategies for delivering the best customer service in this digital era.
Marketing is more complex than ever. The old models, partnerships and expectations don’t work. Data, Marketing and Technology industries are converging, and those who win will know how to leverage these distinct disciplines to reach the ultimate goal: authentic human connection.
Marketing is more complex than ever. The old models, partnerships and expectations don’t work. Your business success is too important to miss key connections and run media without an actionable and measurable integrated strategy. Technology, Data and Marketing industries are converging, and those who will come through the next 3 years as winners will know how to put these assets together for the ultimate goal: authentic human connection.
Sales, Marketing & Service Optimization: Strategies for Accelerating GrowthCognizant
Revenue growth requires more than IT cost-cutting and increased efficiencies. Across industries, top-line growth requires a focus on customer relevance and on sales, marketing and service effectiveness.
Explore the forefront of digital marketing with these 5 cutting-edge strategies to elevate your online presence. From AI-powered personalization and immersive content experiences to harnessing the potential of voice search, stay ahead in the digital landscape. Discover how leveraging chatbots and social media influencers can amplify your brand reach and engagement. Embrace the future of marketing and unlock new avenues for growth.
Innovating digital 2020 : Digital Marketing trendsDave Chaffey
A presentation to Chartered Institute of Marketing members at the University of Wolverhampton. October 2019 covering 5 applications of data-driven marketing.
Disruption is causing chaos in the banking industry. Customers are buying insurance at Costco, making deposits at the grocery store, and transacting on their mobile devices. They are looking for relationships that deliver the most value and the least friction, and aren’t afraid to bypass traditional banks to get them.
To compete in this new reality, banks need to commit to building customer trust. In the presentation, “Banking’s Most Important Currency: Customer Trust,” Don Peppers, Founder, Peppers & Rogers Group, and Weston McDonald, Head of Financial Services, TeleTech, explore how to convert trustable banking customer experiences into a competitive advantage. Learn:
- The reality of disruption and competition in retail banking
- Why trust matters, and how it impacts the bottom line
- How to identify and leverage five drivers of trust specific to retail banking
Becoming a Psychic Brand: Moving from Concept to Reality to Grow ValuePeppers & Rogers Group
A psychic brand is one that goes beyond simply understanding customer insight and customizing interactions based on that insight. It means sensing and acting on all of the physical and digital signals customers send out – before customers even realize what they need. In the presentation, "Becoming a Psychic Brand: Moving from Concept to Reality to Grow Value," Elizabeth Glagowski, Customer Strategist Journal Editor-in-Chief, and Ron Wince, Peppers & Rogers Group President and General Manager, explore the findings of TeleTech’s Psychic Brands study. Learn:
- Why it’s important to be a psychic brand, and the financial and customer benefits that can be achieved
- Details of the TeleTech Psychic Brands study and the gaps that exist between customer and brand perception
- Which strategies, capabilities, and resources will bridge the gap between wanting to be psychic and actually being psychic – and the roadmap to get there
The Personalization Revolution: Policyholder Acquisition & Retention in a Di...Peppers & Rogers Group
Service expectations in the insurance industry are on the rise. To keep pace, leading insurers are moving away from a traditional product focus to center business around the customer. In particular, there are a number of opportunities to improve customer acquisition and retention ROI by personalizing marketing, sales, and service interactions. In the presentation, “Good Policy: Personalization Drives Customer Acquisition and Retention for Insurers”, Weston McDonald, SVP of Financial Services at TeleTech, Jonathan Gray, VP of Marketing at Revana, and Elizabeth Glagowski, editor-in-chief, Customer Strategist Journal, explore the specific ways that personalization can drive success in customer acquisition and retention activities for the insurance industry. Discover:
- The growing importance of customer focus in the P&C and life insurance industries
- Six areas of personalization strategy that will boost customer acquisition performance
- Five ways in which personalization can immediately deepen customer retention
While customer experience is a top priority among business leaders, very few are successful in building a financial business case for their customer-focused efforts. As a result, customer experience improvement initiatives may not get the attention they deserve in the boardroom. In the presentation, “Connect the ROI Dots with a Customer Experience Value Strategy”, Don Ryan, senior partner, iKnowtion, a TeleTech Company, and Elizabeth Glagowski, editor-in-chief, Customer Strategist Journal, discuss concrete steps companies can take to tie customer experience to financial impact. Learn how to:
- Make the quantifiable business case for customer experience initiatives
- Translate NPS, customer experience scores, and other measurements into corporate financial terms using advanced analytics
- Understand which metrics lead to financial outcomes, so you know which levers to pull
Prepare for the Unexpected: How to Deliver Outstanding Customer Experiences w...Peppers & Rogers Group
Customers are unpredictable. And sometimes customer situations arise that you simply can't anticipate in advance. When this happens, are your employees willing and able to resolve the issues? And what can your company do to optimize those interactions?
In the webinar, “Prepare for the Unexpected: How to Deliver Outstanding Customer Experiences With Every Interaction.” Peppers & Rogers Group Founding Partner Don Peppers and President Ron Wince discuss how to bring innovative customer interaction strategies and optimal process design together to build customer value with every interaction.
Hear Peppers & Rogers Group's Healthcare Practice present proprietary research findings that quantify trust as a critical capability for future success, and offer a plan to help move healthcare insurers to a new place of trust.
One health insurer chose not to sit idly by and watch the industry change around it. The organization's leadership wanted to stay ahead of the curve. Working with Peppers & Rogers Group, the company created a multi-pronged approach to transform its business to be healthier over the long term, with customer centricity at its core.
Peppers & Rogers Group has created a five-part agenda for establishing a social media practice that will allow payers, providers, pharma companies and others to do see real economic and relationship impact.
Peppers & Rogers Group experts build on research on the state of consumer trust in the healthcare industry, giving you the tools to build trust at your own company. This presentation will reveal the elements of the trustability platform, and show you how to tie trust-based activity to ROI.
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
Building Your Employer Brand with Social MediaLuanWise
Presented at The Global HR Summit, 6th June 2024
In this keynote, Luan Wise will provide invaluable insights to elevate your employer brand on social media platforms including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok. You'll learn how compelling content can authentically showcase your company culture, values, and employee experiences to support your talent acquisition and retention objectives. Additionally, you'll understand the power of employee advocacy to amplify reach and engagement – helping to position your organization as an employer of choice in today's competitive talent landscape.
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
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VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
https://viralsocialtrends.com/vat-registration-outlined-in-uae/
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
Recruiting in the Digital Age: A Social Media MasterclassLuanWise
In this masterclass, presented at the Global HR Summit on 5th June 2024, Luan Wise explored the essential features of social media platforms that support talent acquisition, including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok.
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
B2B payments are rapidly changing. Find out the 5 key questions you need to be asking yourself to be sure you are mastering B2B payments today. Learn more at www.BlueSnap.com.
2. 2
The Challenge: Defining world class chat strategy
Challenge:
Consumers are undergoing a customer experience
revolution. Digital channels and the online medium offer
remarkable and convenient new ways to engage and
interact with customers. Companies have an aspiration to
enhance sales and uplift service while improving efficiency
and lowering their cost to serve to mitigate operating
expenditures. As a result, the role of the digital channel is
changing in order to meet rising customer expectations,
moving away from simple information gateway to focus
more on complex, transactional based interactions.
A leading Australian operator realized that any
transformation of its digital strategy would need a strong
customer focus. It wanted to create the optimal customer
experience and leverage chat as a pillar to better engage
customers online. It enlisted the help of Peppers & Rogers
Group to identify best practices in chat programs and to
design a world-class chat program in order to enhance
sales, service, and improve the overall customer
experience.
3. 3
The Approach: Identify leading practices
Approach:
The evolution of the digital channel from informational to transactional is already underway. To gain a
better understanding of the current situation, and to pinpoint the compendium of leading practices,
the team created a 360-degree assessment based on strategy, process, people and organization,
data and technology and performance improvement.
Peppers & Rogers Group examined the current digital strategy and customer experience based on
customer accessibility, convenience, enjoyability, and consistency. The team also studied elements of
the operator’s current organization, process, information, and technology. It conducted in-depth
interviews and surveys with corporate stakeholders and sales and service agents to identify existing
vision and strategy, and experienced the leading chat practices first-hand through mystery shopping.
The assessment uncovered five critical issues that the operator had to address in its transformation.
First, while the operator already had digital strategy in place, it was focused on product-centric goals.
A chat strategy was created to shift focus from a product-centric platform to a customer-centric
platform to ensure channel alignment and brand consistency.
4. 4
The Approach: Identify leading practices
Second, the operator did not have a clear standard operating procedure nor a defined customer
engagement guideline in place to ensure a consistent customer experience. From our experience,
chat process is an optimal enabler to sales and alignment. The team created an agent selection
model to ensure the right people are in place to serve the company’s most valuable asset: the
customer. In addition, training, learning and development, data, and performance management
matrices were created to ensure the chat program is staffed with capable agents and has the
proper data and performance guidelines to track and exceed expectations.
Third, chat tools were positioned to differentiate customer experiences across customer segments
and lifecycle stages, from sales, service and tech support where knowledgeable chat resources
deliver consistent, branded chat experiences under an integrated chat experience across multiple
channels.
Fourth, a critical path was created to bridge the gap between the operator’s existing capabilities
and its goal capabilities. The firm can activate tangible steps to launch quick-wins around its vision
immediately.
Finally, Peppers & Rogers Group recommended that the operator prioritize and create a long-term
roadmap to operationalize the new initiatives. By creating a comprehensive live chat strategy
program plan, the operator now has a clearly defined procedure to ensure brand alignment,
holistic sales management and realize customer-centric chat strategy. Together with explicit chat
process, a clear organization and competency model, performance reporting and clearly defined
KPIs, the end result will the launch of a world-class, customer experience-based chat program, with
suitable resources dedicated to ensure the program’s success.
Approach continued:
5. 5
Insights & Outcomes: Strategize and operationalize around the customer experience
Insights & Outcomes:
Given Peppers & Rogers Group’s assessment and
recommendations, the operator is executing customer
experience-based strategy, including aligning
recommendations with live chat strategy and program
plans, and prioritizing initiatives for deployment. The
actionable strategy will be executed to increase online
adoption of digital channels, and customer conversion via
proactive and re-active chat. In addition, the operator
now plans to use real-time data to understand its current
state, as well as an independent set of recommendations
to build the future digital strategy, designed to engage
customers methodically and effectively. All of these steps
mitigate the cost to serve while achieving business the
objectives of uplifting sales, enhancing service, and
encouraging migration to the digital channels.