| Noventum Conference : Service Strategies to overcome the Crisis - Wednesday 29 April 2009 |
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Introduction and Service Economics in 2009 |
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Case Study: Sales and Service Synergy |
'The synergy between our products, sales teams and the 'service delivery' teams is essential for a 360° view of our customers and thus a broader understanding of their expectations. This subject is now more critical as the proportion of services revenue becomes increasingly important. From a detailed observation, we propose to explore some ways to address this challenge." |
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'In France the organisation of our customer service meets the requirements of our 130,000 customers. Thus, the segmentation of our products into three broad categories BOL: Low range: MOL Medium range TOL: High-end, our customer service adjusts itself to the specific request of our customers. The creation of our customer relationships centre in 2006 allowed us to standardise our processes for recording and monitoring our calls. Within our customer relationship centre, a GOLD team was established to meet the individual needs of our key accounts. The evolution of our customer requirements led us to personalise our offerings' |
