ai 1st cx solves: we do not know ish about customers
TRANSCRIPT
1For more information contact [email protected] 908.350.3012 Copyright Client X Client www.clientxclient.com.
We Don’t
Know Sh**
About Customers!
This should
always be our
2nd slide
2For more information contact [email protected] 908.350.3012 Copyright Client X Client www.clientxclient.com.
3For more information contact [email protected] 908.350.3012 Copyright Client X Client www.clientxclient.com.
© 2002. All rights reserved. ClientXClient Inc.Get Customer Worthy
@ Amazon.com
(c) All rights reserved. Property of Michael R Hoffman & ClientxClient [email protected] 908.542.1134
© 2002. All rights reserved. ClientXClient Inc.Get Customer Worthy
@ Amazon.com
(c) All rights reserved. Property of Michael R Hoffman & ClientxClient [email protected] 908.542.1134
6For more information contact [email protected] 908.350.3012 Copyright Client X Client www.clientxclient.com.
© 2002. All rights reserved. ClientXClient Inc.Get Customer Worthy
@ Amazon.com
(c) All rights reserved. Property of Michael R Hoffman & ClientxClient [email protected] 908.542.1134
8For more information contact [email protected] 908.350.3012 Copyright Client X Client www.clientxclient.com.
9For more information contact [email protected] 908.350.3012 Copyright Client X Client www.clientxclient.com.
DISCOVER
10For more information contact [email protected] 908.350.3012 Copyright Client X Client www.clientxclient.com.
CxC MatrixDepartment Responsibility & AccountabilityMetrics & KPIs
1. A
waren
ess
2. In
form
ation
3. Id
entificatio
n
4. Selectio
n
5. N
ego
tiation
6. C
on
tract
7. Lo
gistics
8. D
elivery
9. A
cceptan
ce
10
.$ C
ollectio
n
11
. Use
12
. Care &
Sup
po
rt
13
. Rep
air
14
. Disp
ose
15
. Co
mm
un
ity
Geography | | | | | | | | | | | | | | |
Digital | | | | | | | | | | | | | | |
Location | | | | | | | | | | | | | | |
3rd Party | | | | | | | | | | | | | | |
One-On-One | | | | | | | | | | | | | | |
Community | | | | | | | | | | | | | | |
Marketing
Advertising
Promotion
Communications
Product Management
Distribution
Operations
Sales
Operations
Delivery
Retail
Distribution
E-Biz
Communications
Sales
Third Parties
Finance
Product Management
Retail Operations
Re-Seller Management
Sales
Customer
Support
Operations
Sales
For more information contact [email protected] 908.350.3012 Copyright Client X Client www.clientxclient.com.
CXC CUSTOMER
EXPERIENCE MATRIX
CONNECTS EVERY
DEPARTMENT FOR
OPTIMAL CUSTOMER
EXPERIENCE
12For more information contact [email protected] 908.350.3012 Copyright Client X Client www.clientxclient.com.
CHOREOGRAPH EVERY
INTERACTION FOR
EACH CUSTOMER…
EASIER, CHEAPER,
DELIVERED SOONER
THAN YOU THINK
AI 1st Cx Workbook@Amazon by ClientXClient
Optimize Customer Value
• Framework
• Methods
• Department by Department
• Metrics
• Technology
For more information contact [email protected] 908.350.3012 Copyright Client X Client www.clientxclient.com.
(c) All rights reserved. Property of Michael R Hoffman & ClientxClient [email protected] 908.542.1134
AI 1st Cx Algorithm Orchestrates Every Interaction
Overview
Understand the value and potential of each
customer, in order to monetize, prioritize and
optimize customer relationships
Connect company goals to customer
performance for unprecedented competitive
advantage and unmatched planning, execution
and forecasting
Enable every decision-maker to make better,
more profitable decisions
Deliver satisfying, differentiating, profitable
experiences to each customer
Expertise:
Customer Value Optimization
Business Intelligence
Customer Experience Management
Marketing Technologies
CRM
Sales
Customer Operations
Segmentation
Database Marketing
Customer Profitability
eMarketing
Measurement Systems
For more information contact [email protected] 908.350.3012 Copyright Client X Client www.clientxclient.com.
AI 1st Cx Services
Michael R Hoffman
Contact: Michael R. Hoffman, [email protected] 908.350-3012
Thank You
For more information contact [email protected] 908.350.3012 Copyright Client X Client www.clientxclient.com.
WA
RN
ING
!
This
is d
ifficult,
so I
wro
te t
his
for
you