account management tier1
Post on 07-Dec-2014
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Customer Loyalty for OrganizationSummit Output
Tier 1 – Account Management
Account ManagementP
robl
em
Communication with customer:
“AIESEC has to use communication channels more active. Company is paying fee to AIESEC for get counseling and AIESEC has to give more quality service for this fee. AIESEC should have more delegation”
“Communication should be very faster and should result in quick output.”
Res
ults #touch points
delivered
satisfaction of customer (according to the survey)
# TNs Re-Raised Sol
utio
n Every account has one person responsible, a roadmap of communication and a plan for re-raise.
Account Management
• one contact responsible for the account• company gets the information they need• easy to reach AIESEC• AIESEC provides proactive and fast-responding
service
For customer Better quality in customer service:
Account Management
One person is responsible for every account, standardized process and timeline of servicing, clear account transition scheme.
Structure adaptation to have ONE account
responsible
Implementation of account management
flow
Account management education and customer loyalty behavior drive
Sol
utio
ns
Account Management
One person is responsible for every account, standardized process and timeline of servicing, clear account transition scheme.
Sol
utio
ns
Tools in this PPT• 4 Rules of Account Management• Account Manager JD• AM Customer Flow• Structure of the the necessary touch points• Overall timeline• Account Management– MC Implementation• Account Management– LC Implementation
Every account manager has a goal to re-raise and
upscale their accounts
Every account must be managed by ONE person per six months
Every account has a clear timeline for selection from
the JQ signing
Must maintain frequent communication with
customers
1.RETAINING CUSTOMERS
2.PRESENTING ONE AIESEC
4. MAINTAINING COMMUNICATION
4 Rules of Account Management
3.STAYING ACCOUNTABLE
JOB DESCRIPTION – ACCOUNT MANAGER
Look over the intern results for companyEvaluate the intern developmentEvaluate relationship between AIESEC-companySet future learning points for better experienceEvaluate the survey response
Description:
TMP - 6 monthsAverage 5 hours per account/week
# Re-Raised Accounts # Upscaled Accounts
Calls logged on CRM with account# Quarterly Reports logged on CRM with the customer
ROLE:
Measure of Sucess:
KPIs:
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” in the week after the internship to outline success & learning points—send to LCVP iGIP and upload to the CRM.
Responsibilities:
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
Educate the Account Manager in Matching process, customer service and sales in that order.
Important Information:
JOB DESCRIPTION – ACCOUNT MANAGER
Your company contact is a human being and the personal relationship is root of success in account management
Think how you would like to be treated if you were the customer on every task you do
Tips:
Understand about the Company vision, values and purpose
The company contact is a source of business knowledge and every meeting is an valuable opportunity for learning business
Develop professionalism in the communication
Benefits:
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 as the main AIESEC contact
Fill out and sign Job Questionnaire – New!
Align customer needs with our supply (for matching)
Present sample CVs Ask how many interns the company
wants & based on that how many candidates they want shortlisted
Set clear expectations with company Set expectations about Visa, the
duration of the process and how the company can help to make the process as fast as possible
Agree on a day-to-day timeline for the selection
Agree for next meeting/contact point
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 agreementProcess overview (interview phase, hometask)Guidance on legal processes for prospective countriesSchedule next meeting or call
DELIVERABLES:PARTICIPANTS:
IMPORTANT:
SELECTION MEETING
Company contact & Account Manager
Call or mail the company to remind then 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 what AIESEC is providing for traineeClarify exact time of trainee’s arrivalIf needed: Provide visa and legality information once again
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 processSchedule next meetings
DELIVERABLES:PARTICIPANTS:
IMPORTANT:
QUARTERLY REVIEWS – STANDARD
Intern’s supervisor, HR responsible
•This is the right moment for the account transition to the new account manager
AIESEC reports on the last 3 months
Activities between AIESEC and intern
EP LEADCompany reports on
AIESEC Internship (evaluation)
Ask for feedback / evaluation of the partnership so farAsk for potential current or future company needsAsk for referrals / endorsementsReview JQ
DELIVERABLES:PARTICIPANTS:
IMPORTANT:
QUARTERLY REVIEWS – ACCOUNT TRANSITION
Intern’s supervisor, HR responsible and New Account Manager
•This should be aligned during all the internship process that the Account manager 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
meetingsAIESEC reports on the last 3 months
Activities between AIESEC and intern
EP LEADCompany reports on
AIESEC Internship (evaluation)
Ask for feedback / evaluation of the partnership so farAsk for potential current or future company needsAsk for referrals / endorsementsReview 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 improvementsAsk for potential current or future company needsAsk for planned projects where AIESEC can provide HR in the next 1 or 2 yearsAsk for referrals / endorsementsReview and potentially revise current JQPresent upcoming opportunities
DELIVERABLES:PARTICIPANTS:
IMPORTANT:
Fill the Feedback Survey
By mail and phone with intern’s supervisor & Account Manager
Explain the purpose and relevance of the surveyClarify any possible doubts about filling the SurveyRemember 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 companyEvaluate the intern developmentEvaluate relationship between AIESEC-companySet future learning points for better experienceEvaluate the survey response
DELIVERABLES:PARTICIPANTS:
IMPORTANT:
Account Management– MC Implementation
iGIP1. Host CLO Summit for LC VPs
2. Account Managers allocation + make CRM changes if needed for tracking
3. Campaign to meet all the customers before New Year (Annual Review)
4. Embed Account Management + customer servicing flow training for members
5. Regular coaching of TOP LC VPs to ensure effective implementation
TM1. Customize team structures for effective AM
2. Account management + customer servicing flow trainings embaded to induction
3. Set the profile of Account Managers for the recruitment
4. Align JD with new strategy implementation guidelines
Account Management– LC Implementation
iGIP1. Account Managers allocation to each Company
2. Make a ReRaising plan for every account for the next year following the customer servicing flow
4. Deliver education about Account Management + Customer servicing flow
5. Meet every Account before New Year with for ReRaising following customer servicing flow
6. Set ReRa as MoS of Account Management performance
TM1. Change team structures for effective Account Management
Overall Timeline
Education about
account management
and JQ
Introduce, adapt,
translate new JQ
Allocate one account
manager to every
account
New Years Campaign to
meet respective
accounts and plan 2014
Create Selection Process
Tracking Tool
Train your members to
slect candidates
and implement
slection timeline
Track your members selection
process and deliver the
GIP for customers!
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