Getting Real with AI - Columbus DAW - May 2024 - Nick Woo from AlignAI
Crm
1. Customer Retention of Microsoft Submitted by:- Ankush Garg c 20 Sushant Vashisht c 54 Ankit Bhagat c23 Divya Chauhan c10 Submitted to: Ms Garima Malik
4. Goals of Customer Focus: End goal of customer focused strategies is the same: Boosting retention and repurchase = more sales!!! Creating Better Products or Services Offering compelling customer experience Building deeper customer relationships
7. Customer-Focused Initiatives Customer Value Attache Nokia product engineer goes on-site with customer for up to 1 month to learn about challenges and show how Nokia can add value Everyday Life Observation To gain deeper understanding of customer, send video crews & TV cameras into 80 households around world to capture customer daily routines Customer Partner Experience Organisation-wide customer and partner satisfaction index to provide a holistic view of business health and trigger specific corrective actions where necessary.
8.
9.
10.
11. Understand Satisfaction Drivers Customer Satisfaction Access to products & Services Emotional Factor Service Quality Price Product Quality
14. Different forms of measurement Annual Customer Satisfaction Surveys Focus Groups (Formal/ informal) Online Questionnaires Phone or Fax Surveys Feedback Forms Online Polls Customer Service Feedback CRM Software Other Surveys (Benchmarking, Employee, Org Alignment)
15. Partner Program - CSAT Tool http://www.microsoft.com/partner/media/csat/
16.
17. Food for Thought The name of the game should be about "giving customers a memory and experience so great that they'll want to repeat it." The game is not all about getting that score—that darned customer score—any way possible.
