The New Customer Services Organiza)on Presenters: Paul Yaros Chief Customer Officer Kathryn Perkins Director, Customer Success and Care

Transcription

1 The New Customer Services Organiza)on Presenters: Paul Yaros Chief Customer Officer Kathryn Perkins Director, Customer Success and Care

2 Beginning our conversa.on together

3 71% of consumers say that customer service provided on any day, at any.me influences their loyalty - State of the Connected Customer 2016

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5 "As you know, Apple retail has always been about more than selling. It's about learning, inspiring and connec.ng with people. Tim Cook, CEO

6 By 2020 customer experience will overtake price and product as a key brand differen.ator -Walker study

7 Our evolu)on: This is what our town square looks like Learn Connect Collaborate Grow

8 A services organiza)on with our customer at the center... Breaking down barriers between customer services teams Improving responsiveness to customer issues and enhancement requests BeRer understanding our customers journey Crea)ng and enhance listening channels to improve experience

9 Learn Evolu)ons Tech talks Web-based training Learn Connect Collaborate Grow

10 Spotlight: Tech Talk

11 Connect & collaborate Improving Connec9ons Online communi)es Connec9ons Live user groups Execu)ve Sponsor Program Learn Collaborate Connect Grow

12 Spotlight: Connec6ons online & user groups

13 Grow Customer journey Subscrip)on services Premier subscrip)on service Learn Connect Collaborate Grow

14 Spotlight: Repor9ng Assurance Changepoint Customer Enablement Changepoint Reporting Assurance Allow your resources to focus on what they do best running and governing projects and let us focus on the report development and maintenance that provide you with business insights. With Changepoint Reporting Assurance, you never have to worry about being stranded without visibility into key business metrics. Don t leave portfolio visibility to chance. Requirements gathering. Report development.. Conversion of Report Designer reports to Cognos. These are not simple, fast tasks for most reporting staff. And no one has the luxury of being without project resource and revenue insights even for a minute. Organizational, departmental, and corporate decision-making are stifled without visibility into the business. Your team(s) can be the catalyst of better business outcomes with Changepoint Reporting Assurance. Tiered subscriptions take the guesswork out of report budgeting. Changepoint Reporting Assurance is a subscription-based service that gives you built-in reporting support. From report requirements gathering to new report development and report optimization, you have the assistance you need, when you need it. Changepoint Reporting Assurance is available in tiered packages, so you can match the service level you require to the tier that provides the most value for you. As a two-year subscription offering, your reporting budget is set and you ll save more than 50% over ordering one-off, a la carte reports. Changepoint Reporting Assurance subscribers also receive a discount on additional consulting, optimization, training, and adoption services. Choose from four tiers of service: Silver: This tier is designed for customers that mainly rely on built-in Changepoint reports, and have few ad hoc or custom report needs. Silver tier is also good for novice users or departments that are new to robust reporting, and are looking for a side-by-side coach throughout the subscription period to provide assistance in building their own reporting skills. Keep business analytics up-to-date: The following services are included in every tier; volume of services varies by tier: Business analysis and requirements gathering: Daptiv experts participate in business analysis activities, gather reporting and dashboard requirements, and generate report specifications. :

15 Building the future together Strong customer communi)es Visit the Technology Center - tell us what you think Par)cipate in Connec)ons Online Ongoing dialogue Par)cipate with Connec)ons local user groups Respond to sa)sfac)on surveys Requests for execu)ve visits & business reviews Solu)on paths Leverage new rela)onships for escala)ons Customer Success Managers Execu)ve sponsors

16 Please fill out the survey! We want your feedback! Win an Amazon Echo Show Each survey submired = a chance to win 1 st drawing Fireside chat on Day 2 2 nd drawing Locknote at the end of Day Changepoint

17 Your ac)on plan This week Next weeks Next 90 days Visit the Tech Center to learn about Connec)ons Online Communi)es Par)cipate in the Connec)ons Online Communi)es Par)cipate in Tech Talks Par)cipate in Connec)ons User Groups Changepoint

18 Ques)ons?

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