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

1.1.1.1. Goals

1.1.1.1.1. Trigger to first order

1.1.1.1.2. Retention

1.1.1.1.3. Push info (new) products & solutions

1.1.1.2. Call to actions

1.1.1.2.1. Reply instantly

1.1.1.3. Measure reactivity

1.1.1.3.1. Push info to Telesales Agents

1.1.1.4. Planning

1.1.2. LMCstore & Optimastore

1.1.2.1. Choice

1.1.2.2. Convenience

1.1.2.3. Customization

1.1.2.4. Control

1.1.2.5. Speed

1.1.2.6. Fun

1.1.3. Social Media Strategy

1.2. Create

1.2.1. Discover mutual interests

1.2.1.1. Suppliers?

1.2.1.2. Brands?

1.2.1.3. Organisation?

1.2.1.3.1. Contacts? Influencers?

1.2.1.4. Criteria / needs?

1.2.2. Deliver cats & docs

1.2.2.1. Propose demo

1.2.2.2. Propose visit

1.2.2.3. Push to lmcstore

1.2.3. Regular follow up

1.2.3.1. Feedback call first order

1.2.3.2. Retention

1.2.3.2.1. On going projects

1.2.3.2.2. Negociation

1.2.3.2.3. Create loyalty & trust

1.2.4. Approach customer as a human

1.2.4.1. Credibility

1.2.4.2. Trust

1.3. Collaborate

1.3.1. Teams

1.3.1.1. Belgium

1.3.1.1.1. I5A Liesbeth

1.3.1.1.2. I5B Julie

1.3.1.1.3. I5C Annick

1.3.1.1.4. B50 Kris & CV5 Philip

1.3.1.2. The Netherlands

1.3.1.2.1. I6A Céline

1.3.1.2.2. I6B Julie

1.3.1.2.3. I6C Annick

1.3.1.2.4. N50 Kris & CV6 Philip

1.3.2. Shared responsability

1.3.2.1. Commitment

1.3.2.2. Drive

1.3.2.3. Customer Care is an attitude, not a department

2. 1. Strategical (WHY)

2.1. Digital tsunami

2.1.1. Amazon & Alibaba are already here!

2.1.1.1. We need to...

2.1.1.1.1. Speed up

2.1.1.1.2. Act better

2.1.1.1.3. Be different

2.1.1.1.4. Stay closer to our customers

2.1.1.2. They have their weaknesses

2.1.1.2.1. No H2H contact

2.1.1.2.2. No product expertise

2.1.1.2.3. No technical support

2.1.2. H2H

2.1.2.1. Combined with B2B e-comm

2.1.2.1.1. = Key to succes

2.1.2.2. B2C experience as std.

2.2. Disrupt our business model

2.2.1. Competence blindness

2.2.1.1. Are we doing the right thing?

2.2.1.1.1. Think out of the box!

2.2.2. Accelerate

2.2.2.1. Empower the customer

2.2.2.1.1. Customer Centricity

2.2.2.2. Empower our employees

2.2.2.2.1. HR vision & management

2.2.3. Create the demand

2.2.3.1. Digital marketing strategie

2.2.3.1.1. Newsletters

2.2.3.1.2. Social Media

2.2.3.2. Outbounding

2.2.3.2.1. Telesales strategy

2.2.3.3. Artificial Intelligence & Big Data

2.2.3.3.1. Prediction

2.2.3.3.2. Lead generation

2.2.3.3.3. Augmented CEX

2.2.3.3.4. Personalization

2.3. Trends

2.3.1. Urbanization

2.3.1.1. Small spaces, great ideas @40m²

2.3.1.1.1. Smart ergo solutions

2.3.1.1.2. Functional & Comfortable

2.3.1.2. Urban farming & gardening

2.3.2. Impact of the New Working

2.3.2.1. Rush for talent

2.3.2.2. Young employees

2.3.2.2.1. Engaged to projects

2.3.2.2.2. Voice & opinion

2.3.2.2.3. Creative ideas

2.3.2.3. Transparancy

2.3.2.3.1. Companies should be glass boxes

2.3.2.3.2. Culture of sharing

2.3.3. The Power of the Customer

2.3.3.1. Customer 1st

2.3.3.1.1. Create Community

2.3.3.2. Employee 2nd

2.3.3.2.1. HRM

2.3.3.3. Shareholder 3rd

2.3.4. Impact of Technology

2.3.4.1. Speed is unstopable

2.3.4.2. Artificial Intelligence

2.3.4.3. Big Data

3. 2. Tactical (WHAT)

3.1. H2H

3.1.1. Customer Relation

3.1.1.1. Field visit by Accountmanager

3.1.1.1.1. Hunting & Farming

3.1.1.1.2. Product & solutions demo

3.1.1.2. Customer Care Agent

3.1.1.2.1. Order management

3.1.1.2.2. After sales

3.1.1.2.3. Sales Support

3.1.1.3. Telesales Agent

3.1.1.3.1. Hunting

3.1.1.3.2. Farming

3.1.1.3.3. Demo lmcstore & optimastore

3.1.1.4. Reseller

3.1.1.4.1. Selected by LMC

3.1.2. LMCstore & OPTIMAstore

3.1.2.1. Convenience

3.1.2.1.1. 0 friction

3.1.2.2. Empower the customer

3.1.2.2.1. allow him to process from A to Z

3.1.3. Module

3.1.3.1. Experience

3.1.3.2. Training

3.1.3.3. Demonstration

3.1.3.4. Innovation

3.1.3.5. Sharing

3.1.4. CRM

3.1.4.1. 360° view

3.1.4.2. Marketing automation

3.1.4.3. Pipeline management

3.1.4.4. Lead generation

3.1.4.5. Dashboard with KPI's

3.1.4.6. User friendly & transparant

3.1.4.7. Mobile

3.1.4.8. 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