The document outlines a 5-step plan to implement a Customer Loyalty Organization (CLO) strategy across multiple levels of an organization: 1. Align existing marketing and education plans according to the outputs of a CLO summit. 2. Launch a campaign to promote the CLO strategy to members and get them excited. 3. Standardize account management practices according to national guidelines. 4. Educate members on the new CLO processes through training. 5. Implement a customer relationship management system to track all account activity and communication according to the CLO strategy.

1. Customer Loyalty for Organization
Summit Output
Tier 3 - MC CLO Implementation

2. Tier 3: Overall Timeline
Align MC
plan and
education
cycle
according to
CLO output
Launch CLO
campaign to
get members
excited
Align
membership
to national
standards for
account
management
Member
education on
new
processes
Implement
National
CRM

3. Tier 3: MC CLO Implementation
1. Align MC Plan according to CLO Summit
Output
Key Areas
•
•
•
•
KPIs
Education - #trainings delivered, #members attending
training
Structure - #Account managers in the LC
Culture - #Customers met by the end of the campaign
CRM - #Members filling the CRM weekly

4. Tier 3: CLO MC Implementation
2. Launch campaign for CLO
• Promote CLO to network: facebook, email, myaiesec.net,
newsletter & promo material for CLO
• Create list of Current accounts
• Allocate current accounts to LCVPs & their teams
• Ensure LCs meet with all customers
• Ensure LCs Set expectations/timeline with every current
accounts allocated to them
• Ensure LCs get referrals from the current accounts

5. Tier 3: CLO MC Implementation
3. Align membership to National Standards for Account
management
• Analyze results from CLO campaign: #meetings with
customers, # referrals etc; and outline top performers.
• Set and communicate national standards for account
management: #meetings to be done with company by
each account manager
• Use top performers from the CLO campaign for LCs, to
showcase implementation of CLO

6. Tier 3: CLO MC Implementation
4. Member Education on new process
• Include CLO Strategy in Education Cycle
• Deliver the following at a national CLO summit/training for
iGIP team members:
1. Detailed explanation of account management
and JD of account manager
2. Overview of revised JQ and guidelines on how to
use it during meetings
3. Standardized Selection Process Timelines
• Create/Update GIP wiki to reflect national implementation
of CLO Strategy

7. Tier 3: CLO MC Implementation
5. Implement National (CRM)
• Create CRM (spreadsheet, Podio, Salesforce) to track all
account activity
• Track meetings booked, attended, TNs Ra/Ma/Re; track
ALL communication with companies
• Launch CRM to all LCs, engage them in conversation
about it an make it exciting and the benefits clear
• Educate on how to use, track and manage accounts on
CRM
• Showcase success from CRM to entire network weekly
• Assess LCs use of CLO and CRM, and assign coaching
based on that