Tier 3 - MC CLO Implementation

Customer Loyalty for OrganizationSummit Output

Tier 3: Overall Timeline

Align MC plan and education

cycle according to CLO output

Launch CLO campaign to get members

excited

Align membership to

national standards for

account management

Member education on

new processes

Implement National CRM

Tier 3: MC CLO Implementation

1. Align MC Plan according to CLO Summit Output

Key Areas KPIs• Education - #trainings delivered, #members attending

training• Structure - #Account managers in the LC• Culture - #Customers met by the end of the campaign• CRM - #Members filling the CRM weekly

Tier 3: CLO MC Implementation

2. Launch campaign for CLO• Promote CLO to network: facebook, email, myaiesec.net,

newsletter & promo material for CLO• Create list of Current accounts• Allocate current accounts to LCVPs & their teams• Ensure LCs meet with all customers• Ensure LCs Set expectations/timeline with every current

accounts allocated to them• Ensure LCs get referrals from the current accounts

Tier 3: CLO MC Implementation

3. Align membership to National Standards for Account management

• Analyze results from CLO campaign: #meetings with customers, # referrals etc; and outline top performers.

• Set and communicate national standards for account management: #meetings to be done with company by each account manager

• Use top performers from the CLO campaign for LCs, to showcase implementation of CLO

Tier 3: CLO MC Implementation

4. Member Education on new process• Include CLO Strategy in Education Cycle• Deliver the following at a national CLO summit/training for

iGIP team members:

1. Detailed explanation of account management and JD of account manager

2. Overview of revised JQ and guidelines on how to use it during meetings

3. Standardized Selection Process Timelines• Create/Update GIP wiki to reflect national implementation

of CLO Strategy

Tier 3: CLO MC Implementation

5. Implement National (CRM)• Create CRM (spreadsheet, Podio, Salesforce) to track all

account activity• Track meetings booked, attended, TNs Ra/Ma/Re; track

ALL communication with companies• Launch CRM to all LCs, engage them in conversation

about it an make it exciting and the benefits clear• Educate on how to use, track and manage accounts on

CRM• Showcase success from CRM to entire network weekly• Assess LCs use of CLO and CRM, and assign coaching

based on that