employwise webinars how every employee can be a customer success agent

©2011 Global Groupware Solutions Ltd.© 2011 Global Groupware Solutions Ltd.

How Every Employee Can Be A Customer Success Agent

Gunjan Garg & Yu Yu DinGlobal Groupware Solutions Ltd.22 December, 2011

©2011 Global Groupware Solutions Ltd.© 2011 Global Groupware Solutions Ltd.

What is Customer Success?

Helping customers grow and succeed

More than just ‘delighting’ customers

Effective high valued customer satisfaction

©2011 Global Groupware Solutions Ltd.© 2011 Global Groupware Solutions Ltd.

More Than Just Happy Customers

• Recommend you• Help you improve your business• Remember you• Keep you at ‘top of mind’• Think twice, three times before

they move• Come back to you even after

they’ve moved on…

Customers who…

©2011 Global Groupware Solutions Ltd.© 2011 Global Groupware Solutions Ltd.

Traditional Functions View

©2011 Global Groupware Solutions Ltd.© 2011 Global Groupware Solutions Ltd.

Employees Cared Only About Their Function

©2011 Global Groupware Solutions Ltd.© 2011 Global Groupware Solutions Ltd.

Modern Cross Functions View

©2011 Global Groupware Solutions Ltd.© 2011 Global Groupware Solutions Ltd.

Everyone’s Responsible for Success• Who picks up the phone call?• Who talks to prospects?• Who talks to clients?• Who communicates online?• How is the product communicating?• What is the experience of the customer?

Customer communication Customer communication and experience is 360°!and experience is 360°!

©2011 Global Groupware Solutions Ltd.© 2011 Global Groupware Solutions Ltd.

• Phones• Emails• Social media

– Twitter– Facebook– Social bookmarks– YouTube– Image sites– Slide sharing sites

Listening Posts for Customers

©2011 Global Groupware Solutions Ltd.© 2011 Global Groupware Solutions Ltd.

HR’s Role in Customer Success

©2011 Global Groupware Solutions Ltd.© 2011 Global Groupware Solutions Ltd.

7 Ways to Create Happy Employees

• Communication• Know what they’re thinking• Focus on the good• Training • Rewards & Recognition• Get out of their way• Make work fun

©2011 Global Groupware Solutions Ltd.© 2011 Global Groupware Solutions Ltd.

Communication

©2011 Global Groupware Solutions Ltd.© 2011 Global Groupware Solutions Ltd.

Know What They’re Thinking

©2011 Global Groupware Solutions Ltd.© 2011 Global Groupware Solutions Ltd.

Focus on the Good

©2011 Global Groupware Solutions Ltd.© 2011 Global Groupware Solutions Ltd.

Training

©2011 Global Groupware Solutions Ltd.© 2011 Global Groupware Solutions Ltd.

Rewards & Recognition

©2011 Global Groupware Solutions Ltd.© 2011 Global Groupware Solutions Ltd.

Get Out of their Way

©2011 Global Groupware Solutions Ltd.© 2011 Global Groupware Solutions Ltd.

Make Work Fun

©2011 Global Groupware Solutions Ltd.© 2011 Global Groupware Solutions Ltd.

New Management Philosophy

©2011 Global Groupware Solutions Ltd.© 2011 Global Groupware Solutions Ltd.

©2011 Global Groupware Solutions Ltd.© 2011 Global Groupware Solutions Ltd.

Thank you!

Write to me at gunjan.garg@employwise.com

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