A course on Customer Service

Customer Lifecycle
How do we define Customer Service?

To nurture Client relationship?

A holistic Customer experience?

Provision of service to a customer during and

after a purchase

An integral part of B2B strategy

 Customer Engagement Framework

Develop views, reports, and executive dashboards

Financial impact of plans, goals, and objectives

Collect data and behaviors for reporting within Identify preferences

Optimize, Understanding, and enhancing the Understand customer journeys
CVOC Define market segments

Assemble and manage creative and offers

Understand use/reuse of create and offers Align goals to market segments
Ability to test (A/B) Set objectives for each Interaction
Allocate budget & expense to achieve goals & objectives

Create amazing customer experiences

Sequence Interactions within an experience map
Specify channels, creative, and offers required for each interaction
4
What is the Objective?

Keep Clients happy?

Finding and keeping customers?

Customer retention?

More Business
The Drivers

Customer is the centre of our existence

Customer focussed organisation

Impact on Careers/Profits/marketshare

The need to move from talk to action

Who are the players?

Sales Buyer
Presales Infuencers
Technical Decision maker
Commercial User
Post Sales Buying centre

A holistic experience

Post sales engagement is longer in the entire

product lifecycle
What is the Customer looking for?

Sales Product knowledge/Business

knowledge/Trust/Relationship

Post Sales Tech knowledge/Trouble

shooting/Empathy

Commercial - Efficiency
A Divergence of views!!

Vendor view vs Client view

Customer relationship matrix
The Plate is shifting!!

Technology advances

Internet of things

Data Analytics
Innovations in Customer Service

Multiple medium

Phone/Mail/Social media/Online etc

Self service knowledge base

Online access/remediation

Predictive analytics based on Usage pattern

Summary

Customer centre of our Universe

Holistic experience

Innovation

Empathy