Customer Centricity

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Customer Centricity von Mind Map: Customer Centricity

1. 3. Operational (HOW)

1.1. Connect

1.1.1. Newsletter campaigns Goals Trigger to first order Retention Push info (new) products & solutions Call to actions Reply instantly Measure reactivity Push info to Telesales Agents Planning

1.1.2. LMCstore & Optimastore Choice Convenience Customization Control Speed Fun

1.1.3. Social Media Strategy

1.2. Create

1.2.1. Discover mutual interests Suppliers? Brands? Organisation? Contacts? Influencers? Criteria / needs?

1.2.2. Deliver cats & docs Propose demo Propose visit Push to lmcstore

1.2.3. Regular follow up Feedback call first order Retention On going projects Negociation Create loyalty & trust

1.2.4. Approach customer as a human Credibility Trust

1.3. Collaborate

1.3.1. Teams Belgium I5A Liesbeth I5B Julie I5C Annick B50 Kris & CV5 Philip The Netherlands I6A Céline I6B Julie I6C Annick N50 Kris & CV6 Philip

1.3.2. Shared responsability Commitment Drive Customer Care is an attitude, not a department

2. 1. Strategical (WHY)

2.1. Digital tsunami

2.1.1. Amazon & Alibaba are already here! We need to... Speed up Act better Be different Stay closer to our customers They have their weaknesses No H2H contact No product expertise No technical support

2.1.2. H2H Combined with B2B e-comm = Key to succes B2C experience as std.

2.2. Disrupt our business model

2.2.1. Competence blindness Are we doing the right thing? Think out of the box!

2.2.2. Accelerate Empower the customer Customer Centricity Empower our employees HR vision & management

2.2.3. Create the demand Digital marketing strategie Newsletters Social Media Outbounding Telesales strategy Artificial Intelligence & Big Data Prediction Lead generation Augmented CEX Personalization

2.3. Trends

2.3.1. Urbanization Small spaces, great ideas @40m² Smart ergo solutions Functional & Comfortable Urban farming & gardening

2.3.2. Impact of the New Working Rush for talent Young employees Engaged to projects Voice & opinion Creative ideas Transparancy Companies should be glass boxes Culture of sharing

2.3.3. The Power of the Customer Customer 1st Create Community Employee 2nd HRM Shareholder 3rd

2.3.4. Impact of Technology Speed is unstopable Artificial Intelligence Big Data

3. 2. Tactical (WHAT)

3.1. H2H

3.1.1. Customer Relation Field visit by Accountmanager Hunting & Farming Product & solutions demo Customer Care Agent Order management After sales Sales Support Telesales Agent Hunting Farming Demo lmcstore & optimastore Reseller Selected by LMC

3.1.2. LMCstore & OPTIMAstore Convenience 0 friction Empower the customer allow him to process from A to Z

3.1.3. Module Experience Training Demonstration Innovation Sharing

3.1.4. CRM 360° view Marketing automation Pipeline management Lead generation Dashboard with KPI's User friendly & transparant Mobile MS Office 365 sync

3.2. Customer Expectations

3.2.1. Inspire & Excite me

3.2.2. Know me & Remember me

3.2.3. Inform me & Be transparant

3.2.4. Always be there 4 me

3.2.5. Make it easy

3.2.6. Be flexible & proactive

3.2.7. Protect me

3.3. Customer Experience

3.3.1. Meet their expectations

3.3.2. Think future & work your way back