Essentials BLX breakout 4c partena v1 1

Creating a Positive Customer Experience... Support enabler all Customer supporting Professionals at Partena moving from Internal Administrative task focus towards Customer Relationship &

Brussels, June 18, 2015

Business Transformation Director Partner 4C Consulting

Agenda

› About Partena Professional

› Drivers for this project

› Project approach

› Project results

› Looking back

Paradigm Change

Klant

Partena

Administratie

The Changes in our Market

Creating a Positive Customer Experience

Entreprendre avec les Entrepeneur Ondernemen met Ondernemers

Hiring employees Optimizing

your business

Managing employees

Support (enabler) all Customer supporting Professionals at Partena moving from Internal Administrative task focus towards Customer Relationship & Request driven focus, resulting in:

√ higher customer satisfaction,

√ leading into higher sales and

√ increased retention

 Increase customer acquisition through effective and coordinated marketing and sales initiatives

 Enhance customer experience when doing business with Partena BtB

 Increase the efficiency/ productivity of the organisation

 by improved closed loop customer request process

 by improved efficiency at individual employee level

 Provide the organisation with customer related information to support decisions and future development of individual clients

 Providing the organization crucial management information to support strategic direction & decisions taking

Project Objectives

Campaign Management

Event Mgt

Insight (x-sell)

Lead Mgt Sus & Pros Account Mgt i-Offer Mgt

Lead &

Fidelisation

Service Pay’n People

26/10 15/12 2016 Customer Experience

A phased approach :

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How to define a right phasing ?

› User-centric : Department after department ?

› Customer-centric : Segment after Segment ?

› Process-centric : End-to-end ?

› IT-centric : Replace tool after tool ?

› Data-centric : source after source ?

› Highest impact on performance KPI’s ?

› Quickest success ? Easiest change ?

› Acceptance with training

› Train-the-trainer approach

› Hypercare after go-live

Co-design with Power Users

Power users/ department

Role:

› Active in project phase, as well as

operationel phase (after go life)

› Provide End User Training

› On site Support during ‘Go life’

› Support in Communication/

Ambassadors

› Co- owner process design

› User Acceptance Testing, Support

during data migrations

› Follow Up of the user

requirements, future releases

Operation Support:

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Collaboration via Chatter & Ideas

Sales Dashboard : Actuals vs Target

Visit Management

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Account : 360° view

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Digital Marketing

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Salesforce Campaign

Target Group Selection

Email Pardot

corporate website scoring

clickthrough

Digital Marketing

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Target Group Selection

Salesforce Campaign

Email Pardot

Digital Marketing

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Target Group Selection

Salesforce Campaign

Email Pardot

clickthrough

corporate website

scoring enriched Contact profile

in Salesforce.com

 Data Quality remains a challenge

 Pardot’s permission based marketing policy (<> buying lists)

 Implementation at high speed , but transforming the organisation takes time

business side to take ownership on further improvements

 After the first success, we need to temper too high expectations of other departments/businesses

transfer

 Implementation within time & budget 

Lessons Learned

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ANY QUESTION ?

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