Business At Risk/Customer Retention Area 3 Vice President – Albert Burba District Sales Manager -...

Business At Risk/Customer Retention

Area 3 Vice President – Albert Burba

District Sales Manager - Josh Beyerlein

Preview

Proper New Account Implementation

Standard Business Reviews

Entertainment

Exit Interview Process – Do we truly know why accounts leave DHL?

New Customer Activation setup spreadsheet – Do we need to reintroduce this tool?

New Customer Activation\New Customer Activation - SAMPLE.xls

Do we have the right number of contacts at accounts?

Do we have 4 by 4 relationships?

C-Level Contact, Operations Contact, Customer Service Contact, and an Accounts Payable Contact

Joint calls with operations – Make sure your large closes have an operations contact not just a name and a number but someone they have met

Proper Account Setup

Proper New Account Setup Support

How Closely do we follow best Practices and can we improve on them?

Do we meet with the accounts payable department when they receive the first bill to make sure everything is correct

Do we present service and cost savings reports quarterly?

Easy resolution process – We can not wait two weeks for the normal process to take place with new accounts

Cindy Bartlett – team in sales express that can give quicker resolution

Account start up - 90 Days of Key Account or local customer service agent support

Empowerment of the front line employees to fix issues

– Ability to write off $100 for AE $500 for DSM

New Account Activation value proposition

Are we presenting the correct value to customers

We are selling on price to often!

How often do we keep accounts when we only sell on price?

We need to make ourselves irreplaceable at accounts!

Suggestions:

Design a more detailed profile guide so that our AE’s are asking the right questions to make sure we are selling to the right customer

Reintroduce the new customer activation spreadsheet

Add best practices document for Area 3 startups

Include if this than do this document for issues.

Standard Business Review

Standard business reviews

What size accounts?

Who should we be presenting to?

Survey covering the top touch points for customers

Accounts payable

Operations

Pricing

Automation

Account Representative/Account Executive

Cost savings needs to be added as a part of this process

Entertainment

Are we Entertaining enough?

Discuss RPS model

Do we want to add an entertaining KPI?

Large entertainment with new win over 10K or 20K

– Do we have the budget?

Exit Interview Process (Pablo Ciano)/Ricci Donati

Do we know why accounts are leaving?

Billing

Price

Service

Possibilities –

1.) Sit down interview

2.) Phone interview

3.) Zoomerang survey

What revenue size do we want to collect this data on? ( 10K)

Who should perform the exit interview?

Retention team/ Marketing/ RSD

This also will give us one more chance to save the account.

CAR Program (Customer At Risk Program)

We get data to slowly to react to a customer leaving.

Proposal to have drivers fill out a slip to give to sales

Will the drivers fill it out?

– We need to follow up with the driver after he/she gives us this information.

Moving Forward

Area 3 Best Practices conference call

1.) Reintroduce best practices on account setup and implementation

2.) Revise new account activation best practices document

3.) Easy Resolution Team (Cindy Bartlett)

4.) Launch standard business review process and best practices report process

– Add cost analysis tool to the SBR process (Scot Goodwin)

5.) Entertainment?

6.) Customer at Risk driver sheets (CAR program)- James Hyatt and Scott Turney

7.) Develop an exit interview strategy or template (Pablo Ciano/Ricci Donati)

Any other thoughts or ideas?

Business At Risk/Customer Retention Area 3 Vice President – Albert Burba District Sales Manager -...

Documents

Transcript of Business At Risk/Customer Retention Area 3 Vice President – Albert Burba District Sales Manager -...