3 Steps to Re-Raising in 2014
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Transcript of 3 Steps to Re-Raising in 2014
How to Re-Raise Like Never
Before
Content• Why Customer Loyalty for Organizations?
• What Happened with the 100 Days Challenge?
• What Our Customers Say
• What Some Entities Are Doing to Retain Customers
• Our Solutions for 2014• Improved JQ• Fast Matching Process• Account Management Flow for Every Account
• How Can You Implement this in Q1
• Q & A
Think of all the partners AIESEC had. What if we just hadn’t lost all of those companies?
Vision of CLO
2011 Customers 2012
Customers2013
Customers
2014 Customers
How to Get There
Re-raising in the short-term based on the 100 Days Challenge and the
CEPT Model
Customer Loyalty in the long-term with product
and process improvements based on
customer insight
50% 35
00
Does Customer Loyalty Drive Results?
• Poland 10 TNs – “We worked with the TN-taker fast and professionally”
• Brazil 5 TNs – “Because they were extremely satisfied with their previous intern”
• Romania 30 TNs – “Trust between the CEO and AIESEC, based on our past professionalism”
• France 10 TNs – “We were professional and flexible in the process”
• Greece 25 TNs – “We delivered what we promised. We were professional and fast, so they keep coming to us.”
• Belgium 35 TNs – “They re-raised because they were satisfied with our service”
• Belgium 10 TNs – “We had multiple internal champions who had received trainees in the past who gave us excellent endorsements”
• Russia 6 TNs – “Past interns we provided them stayed and became leaders in the company, so they actually approached us when they needed more talent for their new strategy”
100 Days Challenge
What Did AIESEC United States DO
based on talking to customers?
GATHER CUSTOMER INPUT
Target specific LCs and follow up weeklySJArizonaIllinois
LCs have until Thanksgiving to reach out to partnersNST + MC will contact all partners who have not submitted feedback by that point
UTILIZE CURRENT CUSTOMER INPUT
1. Release project update to national plenary
2. Video Testimonial Collection to mobilize promoters
3. Provide LCs with a referral framework to mobilize promoters
4. Create an AD Account Manager Certification process. Every account manager must pass the following trainings:
1. J-1 Visa2. Delivery Process3. Partnership Management
5. Change ER Principles: LCs must meet partners every quarter. If partner isn’t met for two quarters the contract is re-allocated to another LC
6. Re-vamping website content for companies with clear process
INCREASE ENGAGEMENT WITH AIESEC
Have EPs write thank you letters to our partners for creating exchange experiences and include these in our Christmas Cards
Send a letter to all our detractors/passives in January with “AIESEC New Years Resolution-Our Commitment to our Partners” Signed by MCP and LCP
What Our Customers SayOf survey responses
1335%
22%
43%NPS score
% of promoters
% of detractors
% of passives
Professional skills of trainee
50Professionalism of
AIESEC45
Level of trainee's motiva-tion44
Personal skills of trainee41 Communication with
AIESEC39 Selection Process
39
Promoters Issues Level 1
ANALYSIS.Of survey responses
Selection Process33Visa Documents and In-
formation31
Communication with AIESEC
27
Professional skills of trainee
26 Accessibility of informa-tion25Logistical support upon ar-
rival24
Passives Issues Level 1
Selection Process32
Communication with AIESEC
32
Professional skills of trainee
28
Visa Documents and In-formation
27
Personal skills of trainee23
Information provided21
Detractors Issues Level 1
ANALYSIS.
promoters
31%
40%
17%
5%
2%
DEFINITELY WILL
PROBABLY WILL
MIGHT OR MIGHT NOT
How likely are you to take another intern with AIESEC GIP?
passives detractors
55 45 5
49 66 16
5 22 29
112
5
PROBABLY WILL NOT 2DEFINITELY WILL NOT 1
Conclusions from our Customers
• The key source of satisfaction for our customers is the quality of the trainee
• How can we capitalize on this and make sure we always bring the right EP?
• Customers are dissatisfied with us based on our selection process and poor communication
• How can we fix these?
• If we manage accounts well we can double re-raising
Our Solutions
Standard selection
process to make matching fast
and easy
Standard account management flow and
acct mgmt JD
New JQ to Raise the Right TN
JQ Sensing
•How many pages is your JQ?
•Do you have a problem with companies taking too long to complete the JQ, slowing down your raising and matching process?
Why a New JQ?• Companies are most satisfied
when we bring them a quality EP
• Our TN Form and screening process don’t capture personal qualities of the EP and don’t tell us what is most important to the companies
• The TN form should support us in understanding the company’s needs so that we can re-raise
New JQ• Short (4 pages)
• Customizable based on sub-products and country partnerships
• Tells us what is really important to the company
• Gives insight to future needs
Short• Program Description
• Company Info
• JD• Tasks, goals, hours, sub-product
• Background and Personality of the EP• Studies, skills, qualities, languages,
countries
• Future Needs
• Contract
Customizable•Major and minor job roles
•Feature only the sub-products you want to
•Show only the countries and background skills you want to
Tells us what is really important to the company for better EP Screening
•“How would you describe the ideal candidate for this position?”
•“What are the three most important personal qualities the intern must have?”
Gives Insight to Future Needs
•To be filled out by the seller:
• “What are general HR needs AIESEC could help you with?”
• “Do you want AIESEC to inform you about any other profiles?”
How The JQ Should Be Used
• This is like the company’s profile—you should always use it to understand the company’s needs and bring it to future meetings
• Revisit the JQ with customers in the future to see if their needs have changed
What You Should Do
•Customize the JQ for your sub-products and country partnerships before the beginning of Q1
•Train your members how to use it and how to run a meeting using your fast and easy JQ
What Will Happen from AI
•TN Forms on myaiesec.net updated to include
• Personal qualities
• Ideal candidate description
• Major and minor job roles
What Should the Result Be?
•You know how to satisfy the company easier
•We’re able to match a TN-taker with the ideal EP for them, so we can easily re-raise with them in the future
Our Solutions
Standard selection
process to make matching fast
and easy
Standard account management flow and
acct mgmt JD
New JQ to Raise the Right TN
Matching Process Sensing
•How long does it take your entity from raise to match?
•What is the key reason the process takes so long?
Why a standard Matching Process
•Don’t have a clear process, company gets confused
•Takes too long
•Companies often aren’t satisfied with shortlists
6 Week Matching
Plan
Step 7 : Match
Step 6 : Company interview
Step 5 : Short-list candidates
Step 4 : AIESEC interview
Step 3 : EP Screening
Step 2 : TN Global promotion
Step 1 : Signing the contract Understanding the company needs
Day 1
Behind The Scenes Together With the Company
Assess company’s shortlist expectations
Set expectations for visa timeline based on country preferences
Agree on the channel of communication
Set dates for all meetings and steps leading to match
STEP 1: Signing the contract and Understanding the Company Needs
Day 1
Behind The Scenes Together With the Company
Step 1: Signing the contract & Understanding the Company Needs
Understand the global Supply
Understand the company’s need in terms
of sub-products
Confirm the EP profiling by showing the company
example CV
Set expectations for the company based on global
supply
Day 2- Day 14
Behind The Scenes Together With the Company
STEP 2: TN Global Promotion
Meanwhile contact available EPs using AFT and my@ and contact EPs
that previously applied to your entity
Contact target countries
Create promotion material
Make TN form in [email protected] available
Day 15 – Day 18
Behind The ScenesTogether With the Company
STEP 3: EP Screening
Go to Interview Process
Approve/Reject candidates
Analyze all the CVs and select the candidates according to company’s
criteria
Collect all the CVs
Day 19- Day 25
Behind The Scenes
STEP 4: AIESEC Interview for Shortlisting
Send the CV package to Company
Reject/Approve Candidates
Make candidate reports
Interview
Arrange the interview with candidate
Together With the Company
Day 26 – Day 28
Behind The ScenesTogether With the
Company
STEP 5: Shortlist Candidates
Reject the EP who didn’t pass @ interview and company short-list
Emphasize timeline and ask result from company within 3 days
Highlight the candidates who we recommend
Share shortlist with company
Check whether the candidates align with other company’s
need
Update EP about the process and the timeline (You will get
feedback from company within 3 days)
Day 29 - Day 42
Behind The Scenes Together With the Company
STEP 6: Company interview
Get TN AN & Invitation Letter
Ask for interview result after interview
Remind both company and intern one hour before interview’s time
Help company prepare ideal interview
Communicate the interview result to
candidate
Send company induction materials to candidates to
help them
Communicate the interview time with
candidates
Get EP AN
Step 7 : Match
Congratulations! You have just matched a TN
in 6 weeks.
How Should You Track This Process in an LC?
Contract Signing TN Promotion EP Screening
AIESEC Interviewing Candidates
Shortlisting Candidates
Company Interview
Match Completed
TN 1 X X X X O
TN 2 X X OTN 3 X X O
What You Should Do
• Teach this process to your LCs and focus on parts of the process that your entity currently doesn’t do well
• Add anything about your focus sub-products and partnerships to this process to make the process fit with your other strategies
• Modify your CRM to track these stages of the matching process and track how quickly your matchers move through each stage and where you lose companies in the matching process
• Showcase examples of LCs matching quickly and successfully
What Should the Result Be?
•More matches
•Higher matching rate
•Faster matching time
•More satisfied customers
Our Solutions
Standard selection
process to make matching fast
and easy
Standard account management flow and
acct mgmt JD
New JQ to Raise the Right TN
Account Management Sensing
• Does every one of your accounts have one clear responsible that you can track from the national level?
• For all of your accounts do you have a record of who the contacts are, what their needs are, their satisfaction with AIESEC, etc?
• Has every one of your accounts had an in-person meeting in the last three months?
• Do you have separate goals for new raises and re-raises in your entity? Does every account have a re-raise goal?
About Account Management
•“AIESEC has to use communication channels more actively. We’re paying AIESEC and AIESEC has to give more quality service for this fee.”
•“Communication should be very fast and should result in quick output.”
•“We need one person we can talk to who will respond to our problems”
Having an Account Manager
•A person who manages the account from contract signing to re-raise, for a minimum of six months
•Responsible for fire-fighting, checking in, quarterly meetings, and transitioning the next account manager
•Goals are always re-raising, referrals, and customer satisfaction
JOB DESCRIPTION – ACCOUNT MANAGER
Look over the intern results for company
Evaluate the intern development
Evaluate relationship between AIESEC-company
Set future learning points for better experience
Description:
TMP - 6 monthsAverage 5 hours per account/week2-3 accounts per person
# Re-Raised Accounts # Upscaled Accounts # of Referrals
ROLE:
Measure of Sucess:
JOB DESCRIPTION – ACCOUNT MANAGER
5. Ensure frequent communication with all accounts:
Regular meetings and check-ins with the company
Constantly ensure clarity of the partnership agreement on the JQ
Guiding the customer through the legal & selection process
6. Maintain communication with TN Taker, and answer requests within MAX. 48 hours.
7. Prepare an “Internship Closing Report” with successes & learning points uploaded to the CRM
1. Track history of each account, transition knowledge and relationship to successor, including meeting to transition account
2. Track every customer interaction with the CRM
3. Set detailed timeline for each account in coordination with the LCVP iGIP.
4. Understand customers’ values, purpose, and connection to AIESEC
Responsibilities:
JOB DESCRIPTION – ACCOUNT MANAGER
The Account Manager is responsible for the Matching process as well
In cases with an account with 10+ Internships Realized per Year the Account manager should be a 1 Year Role and outsource the matching process
Important Information:
Kic
k-O
ffCheck
-Ins
Sele
ctio
n
Meeti
ng
Pre
para
tion
Fir
st D
ay a
t
Work
Check
-Ins
Fill th
e
Feedback
Surv
ey
Inte
rnsh
ip
evalu
ati
on
meeti
ng
Physical Meeting
Virtual Interactions (Fast calls, mails)
RE RAISING
Legend:
ACCOUNT MANAGEMENT CUSTOMER FLOW
RE
RA
ISIN
G
Year
Revie
w
Transi
tion
meeti
ng
Quart
erl
y
Revie
w
For every account you must have the following meetings:
KICK OFF MEETING
Company contact, Sales Member & Account Manager
Introduce Account Manager
Complete Job Questionnaire – New!
Set expectations about matching supply and timeline using sample CVs
Clarify desired number of EPs in the shortlist
Set expectations about Visa and the matching process, including a day-to-day timeline with each meeting scheduled
DELIVERABLES:PARTICIPANTS:
CHECK IN (during Selection Process)
By phone/email with company contact & Account Manager
IMPORTANT:• Must be customized
according to timeline• Suggested when:
• Sending shortlisted candidates
• Receiving feedback for shortlist
Have JQ available for clarifications and review of agreement
Process overview (interview phase, hometask)
Schedule next meeting or call
DELIVERABLES:PARTICIPANTS:
IMPORTANT:
SELECTION MEETING
Company contact & Account Manager
Call or mail the company to remind them to sign the documents
Collect the Acceptance Note previously signed
Ensure that any documents necessary for the Intern’s Visa will be properly signed
Review with the company the next procedures
Align next steps about Visa and Flight Ticket
DELIVERABLES:PARTICIPANTS:
IMPORTANT:
PREPARATION
Intern’s supervisor &
Account Manager / Reception Manager
1-2 weeks before realization (meeting or call)
Go over introduction procedure before trainee’s arrival
Schedule first day and induction at the company
Expectation setting about cultural differences
Give information about what AIESEC is providing for the trainee
Clarify exact time of trainee’s arrival
DELIVERABLES:PARTICIPANTS:
IMPORTANT:
FIRST DAY AT WORK
Intern’s supervisor & Account Manager / Reception Manager
Set expectations towards each other
Clarify responsibilities between AIESEC, trainee & the company
Ensure the conditions are fulfilled
Clarify next steps between AIESEC & Intern and AIESEC & company
DELIVERABLES:PARTICIPANTS:
CHECK IN ( during the internship)
By phone with intern’s supervisor & Account Manager
• The check in with the intern must happen in the same frequency
Check the expectations about:How is the intern doing?How is he or she performing (so far)?Have there been any issues?
What are the next steps in the process
Schedule next meetings
DELIVERABLES:PARTICIPANTS:
IMPORTANT:
QUARTERLY REVIEWS – STANDARD
Intern’s supervisor, HR responsible, Account Manager, and next Account Manager
•This is the right moment for the account transition to the new account manager
AIESEC reports on the last 3 monthsActivities between AIESEC and internEP LEAD
Company reports onAIESECInternship (evaluation)
Ask for feedback, potential future needs, and referrals / endorsements
Review JQ
DELIVERABLES:PARTICIPANTS:
IMPORTANT:
QUARTERLY REVIEWS – ACCOUNT TRANSITION
Intern’s supervisor, HR responsible and New Account Manager
•In the whole AM process it should be clear the AM will change after every 6 months in the quarterly reviews
Present the New Account Manager Provide the contacts (phone and mail)Align check-in points and meetings
AIESEC reports on the last 3 monthsActivities between AIESEC and internEP LEAD
Company reports onAIESEC Internship (evaluation)
Ask for feedback, potential future needs, and referrals / endorsements
Review JQ
DELIVERABLES:PARTICIPANTS:
IMPORTANT:
QUARTERLY REVIEWS – ANNUAL REVIEW
Intern’s supervisor, HR responsible and/or CEO (if possible), Account Manager & newly elected VP
•Explain the role of the LCVP iGIP for the company and give the company the contact of LCVP iGIP
Ask for feedback / evaluation of the partnership so far including large scale improvements
Ask for potential current or future company needs
Ask for planned projects where AIESEC can provide HR in the next 1 or 2 years
Ask for referrals / endorsements
Review and potentially revise current JQ
DELIVERABLES:PARTICIPANTS:
IMPORTANT:
Fill the Feedback Survey
By mail and phone with intern’s supervisor & Account Manager
Explain the purpose and relevance of the survey
Clarify any possible doubts about filling the Survey
Remember the company about it every 3 days
DELIVERABLES:PARTICIPANTS:
INTERNSHIP EVALUATION MEETING
Intern’s supervisor, Account manager, CEO or HR responsible
•1-2 week before intern leaves
Look over the intern results for company
Evaluate the intern development
Evaluate relationship between AIESEC-company
Set future learning points for better experience
DELIVERABLES:PARTICIPANTS:
IMPORTANT:
What You Should Do• Set goals for new raises and re-raises in every LC
• Build a CRM if you don’t have one and drive behavior in your LCs of using it—if it’s not on the CRM you don’t count it and you don’t raise TNs on myaiesec.net
• Make sure your CRM allows you to see who is responsible for every account, the long-term needs of the company, the satisfaction of the TN-taker, and the last time there was an in-person meeting with each account
• Have clear JDs and recruitment for account management in your LCs that have TNs
• For each TN that is raised, have your LCs submit a plan and timeline for matching and re-raising that TN
• Educate your LCs on account management flow and how to run each meeting
• Showcase excellent account management and stories of professionalism getting results
What Will AI Do??
•Track re-raises on myaiesec.net!
•Provide consultancy to entities focusing on re-raising
•Showcase great account management and re-raising
What will the result be?
•More re-raises
•More satisfied TN-takers
•More satisfied EPs
Our Solutions
Standard selection
process to make matching fast
and easy
Standard account management flow and
acct mgmt JD
New JQ to Raise the Right TN
50% 35
00
Vision of CLO
2011 Customers 2012
Customers2013
Customers
2014 Customers
We are the caretakers
Make the fundamental
changes for the future
Customer Loyalty is one of AIESEC’s Leadership Challenges
for 2015
Questions?