Meeting customers expectation

RFI process review PRESENTATION BY

VER+MULTISITE OTHER SITE

RFP process RFI process

RFI OwnerLogs in CRM (ZNA#

assigned) and creates SP site

RFI Owner

Sends RFI to the OPS Lead(s) who need to provide

input

OPS Lead(s)

Complete RFI using database by agreed deadline, Update db

if needed

RFI Owner

Finalize RFI, send it to AM for final and input review and

save a copy in CS SP

RFI OwnerSent RFI to the

Client and update CRM

RFI database

GBL mailbox

START

END

Client Service Sharepoint

RFI dababase is a tool in Excel format that collect the FAQ received in Client Service site

Meeting customers expectation

Why customers need to know more about us?

Today topics

Selling process

Voice of customers

Target

Workshop session

Core Values

TrustworthinessTrust is the foundation of our company. It is an essential human value that we honor in all our activities, from the way we operate to the way we communicate.ServiceOur customers are our most important stakeholders and the reason for our existence as a company. We support our customers and collaborate with our internal colleagues with professionalism, courtesy, clear accountability and a sense of urgency. Our goal is transform customer service into customer delight.QualityWe strive to deliver the highest possible quality in the scientific services we provide to our customers. Only by doing so can we be considered leaders in our industry.KnowledgeThe quest for knowledge is never-ending, and as part of our pursuit of scientific excellence we are driven to expand our universe of knowledge in all our fields of expertise.TeamworkThere is no more important asset than our people. Across all our sites and at every level of our company we promote learning, sharing and individual growth so that we can build a team that is much more than the sum of its individual parts.

The Consultative Selling Process

Establish Rapport

Identify Critical Needs

Achieve Credibility

Bridge Needs to

Capabilities

Overcome Objections Close

An example

100%

5% 15%

25%

change of success

RFI VISIT/AUDIT RFP CONTRA

CT

Request for Information: why your customers do it? To gather information about:· The suppliers themselves (facilities, finances, attitudes,

motivations)· The state of the supply market· Supply market dynamics· Trends and factors driving change· Alternative pricing methods· Supplier competition· Breadth and width of product/service offerings, by supplier· Supplier strategic focus, business and product plans

Make or Buy: need to consider whether to make or buy some or all of a product or service. Need to consider a number of factors:

Make Buy Available capacity If an organization has available capacity, it makes sense to utilize it. If an organization does not have available capacity, it makes sense to utilize it. Expertise If a firm has expertise in a field, it may make sense to utilize it. If a firm lacks expertise in a field, it may make sense to buy it elsewhere. Quality Consideration Firms that specialize can usually offer higher quality than an organization can obtain outside. Firms that do not specialize usually do not offer higher quality. Nature of demand When demand is high, firm should do the work itself. When demand is low, firm should not do the work itself. Cost Need to consider all cost factors when deciding whether to make or buy. Need to consider all cost factors when deciding whether to make or buy. Product Architecture Integral products Modular products

The value pyramid

Cost

Assurance Of Supply

Quality/Regulatory

Service

Innovation

RFI The vehicle to let the customers know

RFI

knowledge

Thank You.