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1、DEEPENING CUSTOMER RELATIONSHIPSPankaj VaishNASSCOM 2008:India Leadership Forum14th February,2008http:/ 2006 Accenture.All rights reserved.资金是运动的价值，资金的价值是随时间变化而变化的，是时间的函数，随时间的推移而增值，其增值的这部分资金就是原有资金的时间价值THE POWER OF A STRONG RELATIONSHIPRELATIONSHIPCONTRACTUAL ARRANGEMENTWEAKSTRONGWEAKSTRONG2 2006 Acc
2、enture.All rights reserved.资金是运动的价值，资金的价值是随时间变化而变化的，是时间的函数，随时间的推移而增值，其增值的这部分资金就是原有资金的时间价值HOW TO DEEPEN CUSTOMER RELATIONSHIPSCUSTOMER RELATIONSHIPCUSTOMER EXPERIENCEVALUE CREATEDSMART CLIENT3 2006 Accenture.All rights reserved.资金是运动的价值，资金的价值是随时间变化而变化的，是时间的函数，随时间的推移而增值，其增值的这部分资金就是原有资金的时间价值SMART CLIEN
3、TSet a joint vision;steer everyone to achieve itManage to business outcomes for bothActively govern the engagementReinforce success togetherTeam to outperform4 2006 Accenture.All rights reserved.资金是运动的价值，资金的价值是随时间变化而变化的，是时间的函数，随时间的推移而增值，其增值的这部分资金就是原有资金的时间价值High-performing businesses drive customer l
4、oyalty through the quality of the customer experience deliveredLoyalty significantly adds to shareholder valueCUSTOMER EXPERIENCE ACCENTURES POINT OF VIEW5 2006 Accenture.All rights reserved.资金是运动的价值，资金的价值是随时间变化而变化的，是时间的函数，随时间的推移而增值，其增值的这部分资金就是原有资金的时间价值MAXIMIZING CUSTOMER EXPERIENCEUNDERSTAND/MANAGE
5、MAXIMIZEIMPROVE6 2006 Accenture.All rights reserved.资金是运动的价值，资金的价值是随时间变化而变化的，是时间的函数，随时间的推移而增值，其增值的这部分资金就是原有资金的时间价值ENHANCING VALUE CREATEDTake an end-to-end view of the customers business needsBreak down silosTeam with customers in prioritization/planning of the engagementBring domain expertise to th
6、e tableTailor to the customerOne size does not fit all;each has unique needsTake a customer-centric approach to managing your own businessAlign your performance metrics&rewards with those of your customersDrive innovation/improvement in what you do for themHelp them drive the same in their organizat
7、ion7 2006 Accenture.All rights reserved.资金是运动的价值，资金的价值是随时间变化而变化的，是时间的函数，随时间的推移而增值，其增值的这部分资金就是原有资金的时间价值Customers who buy a product with problems but receive“world-class”customer service while resolving the problem are more likely to repurchase from the company than customers who buy a perfect product
8、 with no problems at all.Dr.Jon Anton Recent Survey Results*Source:“eBusiness Customer Service”by Jon AntonProviding a superlative customer experience directly correlates to a customers propensity to remain loyal and buy additional products/services thus contributing to shareholder value.EVERY CUSTOMER INTERACTION IS AN OPPORTUNITY8 2006 Accenture.All rights reserved.