Enterprises in the past built growth & strategies by looking-out at product & services performances; today with the power being with the customer and “experience” being the new differentiator so building Outside-Looking-In strategies has never been so important as it is today
Impact of Customer Relationship Management on Customers loyalty . Falana Temitope
A survey research on the impact of Customer Attraction , Customer retention, Customer satisfaction programs on Customers loyalty. In Asaba, Delta State, NIgeria .
Better Bidding for Facilities Management Contractschrisdpayne
These slides accompany our online webinar on 'Managing complex bids for facilities management and other support service opportunities'. To attend one of our webinars free of charge, visit our website at www.cssconsultancy.com and register.
Don't Neglect The Customer Experience In B2B Marketing LeadMD
LeadMD discusses the need to remain focused on the customer experience, even in the realm of B2B Marketing, to build and optimize relationships with end users.
Employee Inspiration: How to Create Energy That Drives Better Customer OutcomesQualtrics
Engagement has become the new holy grail for satisfied employees and a key issue for business leaders. But what does it mean to be engaged? Bain & Company is redefining the employee experience with a system for building inspiration through productive team discussions, candid frequent feedback and an outer loop for addressing systemic issues. Inspired employees should be everyone’s priority to fuel customer loyalty and organic, sustainable growth. We will share the results from our latest study, describe the mechanisms required and the behaviors to aspire towards – all key ingredients of a customer centered Employee Inspiration system.
Impact of Customer Relationship Management on Customers loyalty . Falana Temitope
A survey research on the impact of Customer Attraction , Customer retention, Customer satisfaction programs on Customers loyalty. In Asaba, Delta State, NIgeria .
Better Bidding for Facilities Management Contractschrisdpayne
These slides accompany our online webinar on 'Managing complex bids for facilities management and other support service opportunities'. To attend one of our webinars free of charge, visit our website at www.cssconsultancy.com and register.
Don't Neglect The Customer Experience In B2B Marketing LeadMD
LeadMD discusses the need to remain focused on the customer experience, even in the realm of B2B Marketing, to build and optimize relationships with end users.
Employee Inspiration: How to Create Energy That Drives Better Customer OutcomesQualtrics
Engagement has become the new holy grail for satisfied employees and a key issue for business leaders. But what does it mean to be engaged? Bain & Company is redefining the employee experience with a system for building inspiration through productive team discussions, candid frequent feedback and an outer loop for addressing systemic issues. Inspired employees should be everyone’s priority to fuel customer loyalty and organic, sustainable growth. We will share the results from our latest study, describe the mechanisms required and the behaviors to aspire towards – all key ingredients of a customer centered Employee Inspiration system.
Presented by Cecilia E. Samson at PAARL’s National Summer Conference on the theme "Superior Practices and World Widening Services of Philippine Libraries", held at Dao District, Tagbilaran City, Bohol, 14-16 April 2010
5 tips for customer experience transformationTarang Rai
Customer experience is not immobile, it’s a process that needs to be transformed with innovation. You need to keep on innovating customer experience by developing new product ideas, making processes and policies that are convenient for your users and creating new ways for customers to access value. So, what you deliver to our customers is not just enough, it’s how you deliver.
4 overlooked key competencies in customer experience management for sustainable business results (white paper). See http://ClearActionCX.com Contact us at OptimizeCX@ClearActionCX.com
This Module discuss the topic related to Understanding CRM, Need for CRM, CRM Objectives, Goals of CRM, How CRM helps Business, Essentials for CRM strategies, Acquisition Strategies, Referrals Programs, Retention Strategies, Why should you care about existing customers, Welcoming the Customers, Customer Responsiveness for CRM initiative, How to be Responsive to Customer, Customer Recognition, and Personalization and various Cases on Retention Strategies and Personalization.
This Module discuss the topic related Understanding Customer Loyalty, Loyalty Status, various switching Reason by the Customer, Firm Response to Customer, Customer Satisfaction with Timeliness of Firm Response to Service Failure, Complaining Customers Statics, Customer Complaint Actions Following, Excellent Recovery to Complaining Customer, Customer Value, Customer Demand Levels, Factors influencing Customer Behavior, Customer Satisfaction Analysis, Relationship between Customer Satisfaction and Loyalty, Advantage of Brand Loyalty, Advantage of Customer loyalty Affecting Brand, Types of Customer Loyalty, Various Loyalty Programs, Linking Profitability with loyalty, Measurement of customer loyalty, Level of customer loyalty, The Satisfaction Profit Chain, Behavioral Loyalty, Attitudinal Loyalty, CRM KPI, The American Customer Satisfaction Index Model, Various Industry Satisfaction Example, Relationship between customer satisfaction and repeat purchase, Measuring Customer Satisfaction, Design and Use of a CSM Program, Benefits of CSM, What else should CSM Measure and Cases on Profitability and Loyalty.
Becoming Customer Centric: A Business and IT RoadmapPlus Consulting
The rapid rise of global competition, combined with the adoption of Internet-based communications and cloud processing power, has created a state of hypercompetition across most industries. The antidote? Become customer centric. Here's a brief business and IT roadmap to make it happen.
The Human Customer: B2B's Great Migration to Customer Experience in DigitalRightpoint
Customer Experience is the most important aspect in B2B marketing. Yet, B2B companies still struggle with how to incorporate a customer-centric approach to marketing—one where every decision made surrounds the customer and their experience. What we often forget in B2B marketing is that although the target audience is a business, there is still a human within that business making the decisions. Human connections are made through emotions and the struggle to connect in a digital world continues to be a challenge. However, the B2B companies that are able to evolve and incorporate a new way of thinking will win in the digital landscape.
Optimize customer contact - Sales Force and Billing/Payment EfficiencyWindowPayn Consulting
Introduction to how WindowPayn Consulting, LLC helps clients to maximize contact with customers by increasing sales force efficiency and reducing the time and cost of getting paid.
Learn how to quantify the value of customer experience, proving value and ROI in terms like revenue, wallet share, and cost reduction that business leaders understand and can embrace.
White Dog Consulting Project: This was a project for a major utility preparing for deregulation by marketing its own deregulated division prior to the laws going into effect. This projects goal was to generate response and capture ‘genuine’ interest in Company’s solutions, Company will offer an incentive to qualified/targeted prospects via personalized email, SEO/SEM offers, and prospecting calls - James Newbill
Learn about Voice-of-the-Customer business practices:
* This report defines, explores the potential benefits, and illustrates a planning methodology for VOC
* Presents findings from a Best Practices in VOC study
* Explores some emerging VOC technologies
Customer Expectation Management, the 21st Century Value Chain, and examples of companies that are leveraging the Value Chain for exemplar business success.
Presented by Cecilia E. Samson at PAARL’s National Summer Conference on the theme "Superior Practices and World Widening Services of Philippine Libraries", held at Dao District, Tagbilaran City, Bohol, 14-16 April 2010
5 tips for customer experience transformationTarang Rai
Customer experience is not immobile, it’s a process that needs to be transformed with innovation. You need to keep on innovating customer experience by developing new product ideas, making processes and policies that are convenient for your users and creating new ways for customers to access value. So, what you deliver to our customers is not just enough, it’s how you deliver.
4 overlooked key competencies in customer experience management for sustainable business results (white paper). See http://ClearActionCX.com Contact us at OptimizeCX@ClearActionCX.com
This Module discuss the topic related to Understanding CRM, Need for CRM, CRM Objectives, Goals of CRM, How CRM helps Business, Essentials for CRM strategies, Acquisition Strategies, Referrals Programs, Retention Strategies, Why should you care about existing customers, Welcoming the Customers, Customer Responsiveness for CRM initiative, How to be Responsive to Customer, Customer Recognition, and Personalization and various Cases on Retention Strategies and Personalization.
This Module discuss the topic related Understanding Customer Loyalty, Loyalty Status, various switching Reason by the Customer, Firm Response to Customer, Customer Satisfaction with Timeliness of Firm Response to Service Failure, Complaining Customers Statics, Customer Complaint Actions Following, Excellent Recovery to Complaining Customer, Customer Value, Customer Demand Levels, Factors influencing Customer Behavior, Customer Satisfaction Analysis, Relationship between Customer Satisfaction and Loyalty, Advantage of Brand Loyalty, Advantage of Customer loyalty Affecting Brand, Types of Customer Loyalty, Various Loyalty Programs, Linking Profitability with loyalty, Measurement of customer loyalty, Level of customer loyalty, The Satisfaction Profit Chain, Behavioral Loyalty, Attitudinal Loyalty, CRM KPI, The American Customer Satisfaction Index Model, Various Industry Satisfaction Example, Relationship between customer satisfaction and repeat purchase, Measuring Customer Satisfaction, Design and Use of a CSM Program, Benefits of CSM, What else should CSM Measure and Cases on Profitability and Loyalty.
Becoming Customer Centric: A Business and IT RoadmapPlus Consulting
The rapid rise of global competition, combined with the adoption of Internet-based communications and cloud processing power, has created a state of hypercompetition across most industries. The antidote? Become customer centric. Here's a brief business and IT roadmap to make it happen.
The Human Customer: B2B's Great Migration to Customer Experience in DigitalRightpoint
Customer Experience is the most important aspect in B2B marketing. Yet, B2B companies still struggle with how to incorporate a customer-centric approach to marketing—one where every decision made surrounds the customer and their experience. What we often forget in B2B marketing is that although the target audience is a business, there is still a human within that business making the decisions. Human connections are made through emotions and the struggle to connect in a digital world continues to be a challenge. However, the B2B companies that are able to evolve and incorporate a new way of thinking will win in the digital landscape.
Optimize customer contact - Sales Force and Billing/Payment EfficiencyWindowPayn Consulting
Introduction to how WindowPayn Consulting, LLC helps clients to maximize contact with customers by increasing sales force efficiency and reducing the time and cost of getting paid.
Learn how to quantify the value of customer experience, proving value and ROI in terms like revenue, wallet share, and cost reduction that business leaders understand and can embrace.
White Dog Consulting Project: This was a project for a major utility preparing for deregulation by marketing its own deregulated division prior to the laws going into effect. This projects goal was to generate response and capture ‘genuine’ interest in Company’s solutions, Company will offer an incentive to qualified/targeted prospects via personalized email, SEO/SEM offers, and prospecting calls - James Newbill
Learn about Voice-of-the-Customer business practices:
* This report defines, explores the potential benefits, and illustrates a planning methodology for VOC
* Presents findings from a Best Practices in VOC study
* Explores some emerging VOC technologies
Customer Expectation Management, the 21st Century Value Chain, and examples of companies that are leveraging the Value Chain for exemplar business success.
Filipino 9 (Noli Me Tangere): Kabanata 1 (Nakikilala ang mga Tauhan batay sa ...Juan Miguel Palero
Ito ay isang powerpoint presentation na tumatalakay sa paksang: Kabanata 1 ng Noli Me Tangere. Dito din matatagpuan ang ilang aktibidad o diskusyon patungkol sa paksang tinalakay.
Trabalho apresentado pelo grupo de alunos do 3º ano A, ciclo de 2017, da E.E. Ilda Vieira Vilela, onde é explorada uma das vanguardas europeias do começo do séc. XX, o Dadaísmo. O seminário traz desde o surgimento, contexto histórico até algumas artes e obras dos mais importantes autores dadaístas da Europa, além de sua influência no movimento modernista do nosso país.
Tópicos:
- Vanguardas
- Contexto Histórico
- Dadaísmo
- Significado de "Dada"
- Características
- Artistas
- Dadaísmo no Brasil
How Publishers Clearing House Leverages Their First Party Data To Acquire, Re...MediaPost
Publishers Clearing House (PCH) sits on a treasure trove of 1st party data – over 110 million US profiles with hundreds of data points appended to each. Learn how PCH uses this data to Identify high value sources for new acquisition and high value segments for re-engagement. In addition, discover how PCH has shifted toward a data-driven attribution methodology to more accurately attribute credit to media channels driving conversions and revenue.
The advent of ‘big data’ has completely changed the way businesses can harness the information about customers to make powerful business decisions. Data could be of any type – campaign information, customer demographics, individual transaction behavior, interactions on social networks, web usage, or satisfaction surveys etc. BRIDGEi2i has the ability and experience to mine this wealth of unstructured and structured information to help businesses identify prospects, target them through the right channel, maximize cross sell and up-sell opportunities and thereby enhance the life time value of customer relationships. To know more visit: http://www.bridgei2i.com/customer-intelligence.html
The consumer has been the king for quite a while now. Why then are organizations struggling to engage the consumer, personalize its offering and maximize the value that they can realize.
BRIDGEi2i presents a comprehensive, end to end Consumer Analytics solution that helps you know your consumer better, predict purchasing decisions and personalize recommendations
Online Test, Target and Measurement
The pressure to deliver results and show ROI for all marketing spend is further complicated by market pace changes and economic climate. Learn how to find the optimal mix of ideas, and do it faster to increase ROI on marketing spend and provide relevant content and interactions to target audiences through the different channels including web, email, and mail.
* Nancy Shaver, Consulting Principal, Experian Marketing Services
Customer Experience is a key differentiator – globally, 81% of consumers are willing to pay more for a better experience [Capgemini]. Learn about the changing customer environment, how to go about creating a customer experience-led approach and the benefits it will bring!
Is there a single best approach to Customer Journey Mapping? This roundtable will focus on the way in which Customer Journey Mapping can fit into different company cultures and needs. We will discuss several different approaches, from broad based to deep dive mapping, as well as when each approach is most appropriate, and how best to achieve success not only in the mapping effort, but in socializing your maps and making them actionable in broader CEM programs.
Demonstrate the implications of new technologies through workshops to the students. Assessing infrastructure to identify opportunities for improvement in future IT Industry
Designing a customized plan to address global organization’s specific needs. Implementing market-leading solutions that help students to grow and thrive
Managing the complete functionality of the entire engagement throughout from workshop till admission.
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...BBPMedia1
Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
Taurus Zodiac Sign_ Personality Traits and Sign Dates.pptxmy Pandit
Explore the world of the Taurus zodiac sign. Learn about their stability, determination, and appreciation for beauty. Discover how Taureans' grounded nature and hardworking mindset define their unique personality.
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
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➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
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"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
Unveiling the Secrets How Does Generative AI Work.pdfSam H
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...BBPMedia1
Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
Retail media wordt gezien als het nieuwe advertising-medium en ook mediabureaus richten massaal retail media-afdelingen op. Merken die niet in de betreffende winkel liggen staan ook nog niet in de rij om op de retail media netwerken te adverteren. Marvin belicht de uitdagingen die er zijn om echt aansluiting te vinden op die markt van non-endemic advertising.
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Remote sensing and monitoring are changing the mining industry for the better. These are providing innovative solutions to long-standing challenges. Those related to exploration, extraction, and overall environmental management by mining technology companies Odisha. These technologies make use of satellite imaging, aerial photography and sensors to collect data that might be inaccessible or from hazardous locations. With the use of this technology, mining operations are becoming increasingly efficient. Let us gain more insight into the key aspects associated with remote sensing and monitoring when it comes to mining.
Accpac to QuickBooks Conversion Navigating the Transition with Online Account...PaulBryant58
This article provides a comprehensive guide on how to
effectively manage the convert Accpac to QuickBooks , with a particular focus on utilizing online accounting services to streamline the process.
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
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Transforming data into assets
1. Copyright TLC Intelligent Solutions PTY
Transforming Data into Assets
Point Of View
Document Version: Final
Date: 27-01-2017
Author: Thomas Lucey
2. Copyright TLC Intelligent Solutions PTY Thomas Lucey 27-01-2017 2Slide
Customer Strategies Fundamental Shift – enterprises in the past built growth & strategies by looking-out at
product & services performances; today with the power being with the customer and “experience” being the new
differentiator so building Outside-Looking-In strategies has never been so important as it is today
Customers expect a lot more from financial institutions
and wont wait around to get it
Outside-Looking-In Strategy This is how it is …
In the world we live in … customers now have the power, tools,
resources & time to critically review, compare & select enterprises value
propositions, products & services for the best deal
Every day … customers are reviewing, comparing & selecting but not
necessary telling you about it, until it is far too late in the day & they have
already left you for some one else
But … building Outside-Looking-In strategies are extremely complex
because it’s no longer about the product, but rather about the consistent
customer experience throughout the value chain, where experiences are
vaguely specified for actionable outcomes & direction strategies
So… if you approach the Outside-Looking-In strategies working
backwards from experience promises to journeys to actions & then to data
you will ensure a structured & effective execution path through all this
customer & intermediary channel & interaction complexity
This way … you strategy will have a specified experience outcome
delivered by a promise at a particular journey point and with it the
business action and data requirement to avoid any over reach
Don’t forget … strategy is not a strategy until it is implemented and
organisational cultural of the enterprise is adequately transformed and
continuously improved over time
3. Copyright TLC Intelligent Solutions PTY Thomas Lucey 27-01-2017 3Slide
Working Hypothesis – the value of customers experiences & positive customer behaviours will increase business
advocacy and therefore profitability growth between 2.3% and 4.4% year on year when correctly applied
How it fits together
High quality data enabling greater data utility enabling
effective actions delivering on promises resulting in positive
customer experiences & customer behavioural changes
The Business Benefits
Identify 1. Lead Routing other LOBS & vice verse (while on the telephone)
2. Identify up sell opportunities within existing customers
3. Identify cross sell CI to other LOB’s and brands
4. Identify New opportunities within the corporate customer book of business
5. Grow the book by partnering, broker lead sharing & broker digital offerings
6. Grow new markets by adopting new White Label, Digital & Mobile sales channels
Attract 7. Provide brokers & customers with a Gold, Silver & Bronze Omni Channel experience
8. Appropriate offerings by cultivate leads and opportunities prior to sales pipeline entry
9. More competitive pricing based on the complete customer picture (Whole account view)
Retain 10. Proactively action churn risk customers by timely executing Next-Best-Actions & Offers
11. Re-enter claimants & lost opportunity prospects into the sales & renewal pipeline
12. Activate Gold, Silver & Bronze service offerings as a part of renewal process
4. Copyright TLC Intelligent Solutions PTY Thomas Lucey 27-01-2017 4Slide
The challenge – is very often low & inconsistent levels of customer data quality & integrity as well as an
absence of front line customer data availability
Data Quality Index
1
2
3
4
6
7
8
5
Market Segmentation
Appropriately timed offerings
Appropriate Omni sales & marketing channel
Appropriate customer conversation
Appropriate products & offerings
Customer Centricity
at the point of engagement
10 20 30 40 50 60 70 80 90 100
Member Recognition (Golden Record & Unique customer ID)
Contacts
Demographics
Life Stage
Holdings
Performance
Preferences
Needs
Behaviours
Member assumptions
Desired Business
Capabilities
Attributes of a
complete view of
Members
Special Note: Data Quality Index is scored based on customer data Correctness, Completeness & Consistency
5. Copyright TLC Intelligent Solutions PTY Thomas Lucey 27-01-2017 5Slide
The Cause – The TLC IS IMF Capability assessment reveals key causes which are often loosely connected
customer data capturing & provisioning processes causing Customer Identify, Attract & Retain inefficiencies
Untapped Business Opportunities
Identify 1. Lead Routing other LOBS & vice verse (while on the telephone)
2. Identify up sell opportunities within existing customers
3. Identify cross sell to other LOB’s and brands
4. Identify New opportunities within the corporate customer book of business
5. Grow the SME book by broker partnering, broker lead sharing & broker digital offerings
6. Grow new markets by adopting new White Label, Digital & Mobile sales channels
Attract 7. Provide brokers & customers with superior Omni Channel experience
8. Effectively cultivate leads and opportunities prior to sales pipeline entry
9. More competitive pricing based on the complete customer picture (Whole account view)
Retain 10. Identifying churn risk customers and timely executing Next-Best-Actions & Offers
11. Claimants & lost opportunity prospects re-entry into the sales & renewals pipeline
The Cause The Effect
Information Management Framework
6. Copyright TLC Intelligent Solutions PTY Thomas Lucey 27-01-2017 6Slide
TLC Intelligent Solutions – Takes an holistic end to end approach to data quality & utility from strategy &
concept right through to planning & implementation
Customer MDM Operational Analytics Customer CRM
Strategy &
Design
Plan &
Implement
Target Operating Model
“It Is All About The Data”
Strategy & Design: We disseminate the business strategy into 4 key capability; Trusted Customer
Data, Correct & Timely Customer Insights, Confident Customer Interactions, and Target Operating
Model so business success becomes clear and a balance set of balanced requirements can be
formed
MDM: Define & direction set what Master Data Management means for the enterprises in the
form of data quality and availability to enable to Identify, Attract & Retain customers
CRM: Define & direction set what is the appropriate Identify, Attract & Retain sales force
automation functionality for front line staff to hold the right conversation with the right customer
for the right outcome
Analytics: Define & direction set what is the correct customer Identify, Attract & Retain
insight to be developed for each individual customer and the journey they are on with the
enterprise
Target Operating Model: Define & direction set the customer centric business & support
processes, data model, ownership model, roles & responsibilities & governance framework to
sustain how the future state of customer data quality & utility
Plan & Implement: We provide program planning design & support as well as program
implementation execution support so the strategic commitments and business benefits don’t become
lost in the overall program execution detail
Business Case: Business problem or goal/aspiration definition, root cause analysis and to be
concept design and business benefits identification and stakeholder engagement
Project Plan: Concept to implementation by disseminating MDM, CRM, Analytics & TOM
capability goals into actionable user stories & sub-stores that form the basis for proof of
concept, vendor selection and project Epics, Sprints, Spikes initiation
Project Implementation: Project direct, the project Epics, Sprints, Spikes from concept to
initiation which includes MDM, CRM, Analytics & TOM artefacts detail design and
implementation there of including stakeholder and change management
• Business Process Standardisation
• Organisation centralisation & off shoring
• Data Governance / Data Council & Data Stewardship
• Solution sourcing and Implementations
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How – by reverse engineering the business objectives (Actions, Promises & Experiences) back into MDM, CRM &
Analytics capabilities and sustaining them through a fit for purpose Target Operating Model
Well thought out
customer technology
strategy
… Business Value …
Fit For Purpose
Solution Landscape
8. Copyright TLC Intelligent Solutions PTY Thomas Lucey 27-01-2017 8Slide
Why – Because customer experiences are emotional outcome from data enabled actions aimed at fulfilling
customer promises which determines customer behaviours and how customers will relate to products now and in
the future
The What
3. Actions 1. Identify customers – analysing internal & external data, and deploying
traditional & white label above & below the line marketing campaigns
2. Attract customers – using data to hold timely, business & life stage
applicable conversations with propositions that are meaningful & relevant
3. Retain customers – proactively utilise data to improve claimant journeys
and to predict & deploy at risk to churn customers mitigation actions
4. Promises 1. Coverage of known & unknown risks (products)
2. Competitive, relevant & timely offerings & services
3. Varity of product & service options (brads)
4. Accommodate your life style & business needs
5. Provide channel flexibility and product options & alternatives
6. Value your relationships & sphere of influences
7. Reward you as an valued customer
8. Easy to deal with & freeing you up to live life
9. Respect your decisions, your choices & your information
5. Emotion 1. Needs met
2. Value for money
3. Accommodating
4. Honesty
5. Trust
6. Secure
7. Importance
8. Understanding
9. Belonging
10. Advocate
6. Impact Vision – Become the company of choice
1. Customers providing Enterprises with quality business relevant data
2. Agencies prepared to place more business with carriers
3. Agencies wanting to partner & collaborate with carriers
4. Customers remaining with enterprises for the duration of their lifetime
5. Customers having all their financial service products provide by 1 company
6. Channels effectively cross & upsell products & services
7. Intermediaries & Customers advocating the company they just dealt with
Customer Experience; is not one off achievement but
rather a continuum of data quality & data utility enabling
business actions
1. Data Quality
2. Data Utility
9. Copyright TLC Intelligent Solutions PTY Thomas Lucey 27-01-2017 9Slide
Thomas Lucey’s Profile
Managing Director of TLC Intelligent Solutions
Executive Consultant,
Thomas is a qualified Management Consultant and talented business strategist with over 20 years’ experience in business strategy
development within the areas of Enterprise Resource Planning (ERP) Master Data Management (MDM) and Customer Relationship
Management CRM). Thomas has been leading ERP MDM & CRM consulting projects for multinational clients across the Financial Services
Sectors as well as Manufacturing and Oil & Gas industries within Europe and Australia.
Thomas track record in both business and IT has resulted in Thomas successfully supporting companies achieve great results in solution
adoption by playing a key role as the conduit between business and IT from Strategy development to Solution implementation
Key Strengths
Developed a cross industry customer & distributor management framework that evaluates value propositions, business capabilities
and management structures against enterprise strategic goals
Strong leader and can communicate throughout the management hierarchy while working well with ambiguity & complex
environments
Understands the underlying need for change & identifies identifying change agents
Able to think conceptually and out of the box while remaining focused on the task at hand
Determines the exact requirements needed to make the change happen
Demonstrates focus and determination in achieving results
Working with solution providers during service purchasing and contract negotiating
M +61 41 665 91 80
thomas@tlcis.com.au
10. Copyright TLC Intelligent Solutions PTY Thomas Lucey 27-01-2017 10Slide
Reference Customers
Data Mgt Business Case
Data Governance
MDM Strategy Design
CRM Strategy Design
Data Quality Business Case
Data Mgt Business Case
CRM Strategy
Data Governance
CRM Strategy Design
MDM Strategy Design
Data Governance
CRM & MDM Strategy
ERP – LMS Implementation
MDM Strategy
ERP Business Case
ERP - Procurement
ERP – Capability Assessment
Leadership Strategy
EMEA Resource Mgt
Manufacturing & Logistics
Data Governance
Data Quality
MDM POC & Business Case
MDM Strategy Design & Implementation
Data Governance Design & Implementation
Target Operating Model Design & Implementation
MDM Strategy Design
CRM Strategy Design
Data Governance Design
