Customer Centricity

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Customer Centricity by Mind Map: Customer Centricity

1. 3. Operational (HOW)

1.1. Connect

1.1.1. Newsletter campaigns

1.1.1.1. Goals

1.1.1.1.1. Trigger to first order

1.1.1.1.2. Retention

1.1.1.1.3. Push info (new) products & solutions

1.1.1.2. Call to actions

1.1.1.2.1. Reply instantly

1.1.1.3. Measure reactivity

1.1.1.3.1. Push info to Telesales Agents

1.1.1.4. Planning

1.1.2. LMCstore & Optimastore

1.1.2.1. Choice

1.1.2.2. Convenience

1.1.2.3. Customization

1.1.2.4. Control

1.1.2.5. Speed

1.1.2.6. Fun

1.2. Create

1.2.1. Discover mutual interests

1.2.1.1. Suppliers?

1.2.1.2. Brands?

1.2.1.3. Organisation?

1.2.1.3.1. Contacts? Influencers?

1.2.1.4. Criteria / needs?

1.2.2. Deliver cats & docs

1.2.2.1. Propose demo

1.2.2.2. Propose visit

1.2.2.3. Push to lmcstore

1.2.3. Regular follow up

1.2.3.1. Feedback call first order

1.2.3.2. Retention

1.2.3.2.1. On going projects

1.2.3.2.2. Negociation

1.2.3.2.3. Create loyalty & trust

1.2.4. Approach customer as a human

1.2.4.1. Credibility

1.2.4.2. Trust

1.3. Collaborate

1.3.1. Teams

1.3.1.1. Belgium

1.3.1.1.1. I5A Liesbeth

1.3.1.1.2. I5B Julie

1.3.1.1.3. I5C Annick

1.3.1.1.4. B50 Kris & CV5 Philip

1.3.1.2. The Netherlands

1.3.1.2.1. I6A Céline

1.3.1.2.2. I6B Julie

1.3.1.2.3. I6C Annick

1.3.1.2.4. N50 Kris & CV6 Philip

1.3.2. Shared responsability

1.3.2.1. Commitment

1.3.2.2. Drive

1.3.2.3. Customer Care is an attitude, not a department

2. 1. Strategical (WHY)

2.1. Digital tsunami

2.1.1. Amazon & Alibaba are already here!

2.1.1.1. We need to...

2.1.1.1.1. Speed up

2.1.1.1.2. Act better

2.1.1.1.3. Be different

2.1.1.1.4. Stay closer to our customers

2.1.1.2. They have their weaknesses

2.1.1.2.1. No H2H contact

2.1.1.2.2. No product expertise

2.1.1.2.3. No technical support

2.1.2. Combined with B2B e-comm

2.1.2.1. Key to succes

2.1.3. H2H

2.1.3.1. B2C experience as std.

2.2. Disrupt our business model

2.2.1. Competence blindness

2.2.1.1. Are we doing the right thing?

2.2.2. Accelerate

2.2.2.1. Need more capacity

2.2.2.2. Be more effective

2.2.3. Create the demand

2.2.3.1. Digital marketing strategie

2.2.3.1.1. Newsletters

2.2.3.1.2. Social Media

2.2.3.2. Outbounding

2.2.3.2.1. Telesales strategy

2.2.3.3. Artificial Intelligence & Big Data

2.2.3.3.1. We have the data!

2.3. Trends

2.3.1. Urbanization

2.3.1.1. Small spaces, great ideas @40m²

2.3.1.1.1. Smart ergo solutions

2.3.1.1.2. Functional & Comfortable

2.3.1.2. Urban farming & gardening

2.3.2. Impact of the New Working

2.3.2.1. Rush for talent

2.3.2.2. Young employees

2.3.2.2.1. Engaged to projects

2.3.2.2.2. Voice & opinion

2.3.2.2.3. Creative ideas

2.3.2.3. Transparancy

2.3.2.3.1. Companies should be glass boxes

2.3.2.3.2. Culture of sharing

2.3.3. The Power of the Customer

2.3.3.1. Customer 1st

2.3.3.1.1. Create Community

2.3.3.2. Employee 2nd

2.3.3.2.1. HRM

2.3.3.3. Shareholder 3rd

2.3.4. Impact of Technology

2.3.4.1. Speed is unstopable

2.3.4.2. Artificial Intelligence

2.3.4.3. Big Data

3. 2. Tactical (WHAT)

3.1. Omnichannel approach

3.1.1. H2H (Human to Human)

3.1.1.1. Field visit by Accountmanager

3.1.1.1.1. Hunting & Farming

3.1.1.1.2. Product & solutions demo

3.1.1.2. Customer Care Agent

3.1.1.2.1. Order management

3.1.1.2.2. After sales

3.1.1.2.3. Sales Support

3.1.1.3. Telesales Agent

3.1.1.3.1. Hunting

3.1.1.3.2. Farming

3.1.1.3.3. Demo lmcstore & optimastore

3.1.1.4. Reseller

3.1.1.4.1. Selected by LMC

3.1.2. LMCstore & OPTIMAstore

3.1.2.1. State of the art

3.1.2.2. User friendly

3.1.2.3. Empower the customer

3.1.2.3.1. allow him to process from A to Z

3.1.2.4. B2C 360° experience

3.1.3. Module

3.1.3.1. Experience

3.1.3.2. Training

3.1.3.3. Demonstration

3.1.3.4. Innovation

3.1.3.5. Sharing

3.1.4. CRM

3.1.4.1. 360° view

3.1.4.2. Marketing automation

3.1.4.3. Pipeline management

3.1.4.4. Lead generation

3.1.4.5. Dashboard with KPI's

3.1.4.6. User friendly & transparant

3.1.4.7. Mobile

3.1.4.8. MS Office 365 sync

3.2. Customer Expectations

3.2.1. Express what we stand for

3.2.1.1. Dare to claim the title of 'Expert'

3.2.1.2. Promise : 'If the product or solution we propose doesn't apply to the customer needs...'

3.2.1.2.1. We pay back with a smile

3.2.2. Remove all friction during his journey with LMC

3.2.2.1. Get in his mind

3.2.2.2. Develop smooth processes

3.2.2.3. Eliminate showstoppers

3.2.2.4. Avoid risks of making mistakes

3.2.3. Save time

3.2.3.1. ... means 'save money'

3.2.3.2. … means 'quick respons'

3.2.3.3. … means 'pro activity'

3.2.3.3.1. Think & act forward

3.2.4. Apply on the 'Pablo Escobar' model

3.2.4.1. Give first, invest in the relationship

3.2.4.2. Give more, show you want to take care

3.2.4.3. Make him buy (everything we offer)

3.2.4.4. Give privileges (loyalty pays off / ROI)