Corporate overview of Up Generation (Strategic and operational consulting in customer marketing)

Transcription

1 Corporate overview of Up Generation (Strategic and operational consulting in customer generation.com

2 Expertise in Customer Marketing Up Generation is a firm specializing in Customer Marketing projects: > For marketing, sales, and customer relations professions and processes > CRM, business intelligence, and internet solutions Up Generation relies on a group of consultants who are experts in sales Forward and marketing, and the related tools of the trade Up Generation boasts expertise in innovative marketing and sales solutions thanks to substantial R&D investment and technology watch: > Certified as a New Innovative Company by the French Ministry of Research > CRM tools, sales assistance, portals, customer information, business intelligence > Web 2.0 and collaborative business solutions Page 2

3 Presentation contents 1 - Presentation of Up Generation 2 Past and current project references Page 3 Contents

4 Contents 1 Presentation of Up Generation Page 4

5 Who are we? Our business Up Generation Consulting firm specializing in Customer Marketing > For marketing, sales and customer relations professions and processes > CRM, business intelligence, and internet solutions Customer strategy: Optimize and personalize offers and customer relations Sales marketing: Grow sales and increase loyalty Performance management: Understand and anticipate customers needs Innovation: Identify and roll-out new offers and services Training and coaching: Improve interpersonal, sales and managerial skills Industry- and customer-specific approach > Clients in diverse sectors allow us to benchmark best practices in Customer Marketing > Real consideration for the culture and constraints of major clients facing dramatic industry and organizational changes Page 5

6 Up Generation in key figures Up Generation Annual net revenue A financially stable company 2.1 million in net revenue in 2008 Current number consultants (may 2009) : 33 No debt whatsoever Auto-financing for development Independent shareholders A consistent and controlled development plan Based on our core expertise, Customer Marketing Based on innovation (in terms of both technology and methods) Management of well-adapted skills to offer clients (maintaining high quality recruitment and training) Page 6

7 A phase with many customer marketing challenges for clients Challenges and observations Solutions Areas of expertise Foster loyalty and increase customer value Complete convergence and develop new offers Manage change in line with the Group s strengths and constraints > Ensure loyalty among high-value customers (including businesses) > Improve customer satisfaction by controlling key moments > Excel in fulfilling service commitments > Optimize the investment/customer value ratio. > Go from a universe fragmented by product to multi-offer, client-based universes > Develop and support new uses > Develop rapid marketing innovation > Establish new internet value models > A set of unique skills > Long history and a strong corporate culture > An intimate customer network and close relationships > The size and structural constraints of a large corporation Understand customers and their experiences better Segment and target actions Expand loyalty programs Increase sales efficiency and productivity Anticipate winning uses and services Learn to sell new offers Rapidly deploy processes Ensure skills development and company changes Support corporate change Analyze and manage results Take advantage of and build on strengths R&D Customer relations Page 7

8 Our value proposition to support you Solutions Areas of expertise Objectives Foster loyalty and increase customer value Complete convergence and develop new offers Manage change in line with the Group s strengths and constraints Offers > Customer Strategy > Personalization > Customer experience > Key moments > Innovation > Customer Marketing > Cross-channeling > Loyalty > Up and cross-selling > Performance management > KPI, 4S > Customer RESPECT Barometer > Data mining > Integrating sales innovations > Web2 and customer relations > Marketing new offers > Customer Marketing tracking and innovations Skills > Experts in Sales Marketing Customer Marketing Multi-channel sales Analyses, scoring > Consulting skills Processes Organization Change > Experts in Marketing and outsourcing assistance solutions CRM, data mining, campaign coordination and management, etc. Project management > ROI-oriented operational consulting Adoption by operational teams Documented results Commitments > Quality assurance Quality process for project Assessment of skills and training Project-specific methodological standards Adapted consulting > A vote for agility A customer organization Responsive and progressive operational processes Ongoing professional oversight and adjustments > Motivation and priorities Présentation Up Generation Page 8 Page 8

9 Our Offer for Training Areas of expertise Managers Basis of Client Relation Management in Client Services Assistance to the Managers Steering and Follow up of performance Team building and motivation Coaching of sales teams Development of leadership Self organization and autonomy Trainers and coachs Basis of Client Relation Training methods Sales counseling Fidelization/Loyalty programs Competency and qualifications enhancements for the tasks handled Sales Forces Basis of Client Relation Phone handling Sales counseling Fidelization/Loyalty programs Collection Crisis Management Support Units Basis of Client Relation Project Management Cross unit Management Management and Follow up of processes Change Management Communication Page 9

10 A unique combination of Customer Marketing skills Up Generation Profiles A team of 33 consultants with all types of experience A mix of skills that guarantees our clients significant and operational results after each assignment. Consultants in change management From major consulting firms Field-specific experts and instructors From sales, marketing, and customer relations departments Solutions Experts Analysts and data miner Strategic planning for CRM, business intelligence, and internet Page 10

11 Our guiding principles A mix of consulting & operational skills, specialists in Customer Marketing Consideration of the client s business culture and operational constraints Principles Complete confidentiality of issues and objectives discussed Responsiveness and involvement of a structure mobilized for your projects The firm s focus on innovation ( New Innovative Company certification) Tested processes and methods adapted to your specific context Page 11

12 Our main clients Page 12 Clients

13 Support from prestigious partners to provide innovative tools and technologies We are committed to ongoing research on innovative solutions to optimize Customer Marketing. Our initiatives result in prestigious business partnerships. Partnerships Microsoft CRM La relation Integrated client customer int?gr gr?e relations 4S Manager Une nouvelle A new vision perspective on decision d?cisionnelle making Electronic Business D?mat mat?rialisation The online sales Le contrat commercial contract en ligne Page 13

14 Professional affiliations and certifications Up Generation is a member of: Affiliations SYNTEC AFRC AFRC (Association Française de la Relation Client) ADETEM ADETEM (Association Nationale du Marketing) and was certified as a New Innovative Company by the French Ministry of Research Page 14

15 Contents 2 Past and current project references Page 15

16 Operational support to Customer Centers to implement a sales approach and execute strategic projects Improved sales performance Operational adaptation of sales and loyalty-building strategies Sales skills development support for managers and customer advisers Standardization of call center switchboard sales assistance tools. Organization of customer services sales activities Various sales challenges met Guidance and sales coaching for a portfolio of Customer Centers Creation of action incubators for certain products and options Deployment support for a CRM tool in the support centers Creation of a business pilot Integration of sales assistance in the CRM tool and management of the adoption process Other strategic projects Overhaul of the customer reception process and optimization of the customer experience Launch of Mobicarte business Implementation of the Sales sustainability initiative Launch and follow-up for the iphone initiative Preparation for the opening of Convergence + support centers Support and deployment of the Internet Everywhere option Page 16

17 Performance management and analysis for the Customer Centers Production of sales reps reports for customer center sales management Reporting adjustment (indicators, shapes, graphs, rights, and distribution list) Set-up of a simplified chain as automated as possible for the recurrent production and distribution of sales reports Weekly and monthly production of sales reports Ad hoc research (according to agreed on strategic directions) Studies for sales operations: reuniting data, definition and construction of indicators, plan for analysis, descriptive and explanatory quantitative study, qualitative analysis, presentation and recommendations. Upstream studies to identify potential sales for promotional actions and winning targets Specific analyses of other high-priority initiatives Adjustment of the analysis system for the PC2 and PC3 Implementation of reporting procedures for the HVME centers Identification and formal expression of requirements Industrialization of new reporting procedures for convergent support centers (convergence+) Analysis and reporting implementation for HVMEs Page 17

18 Strategic planning support for the technical assistance process Strategic planning support for the Diagonal, Digit3G, SAVI and 100% reception projects in order to optimize technical assistance and customer service request accommodation Analysis of customer issues due to problems with equipment Establishment of a plan of action to improve processing of technical assistance requests to customer centers (fewer repeat calls for these types of requests, proposed changes to the process and tools in order to meet objectives, designation of business mangers for the customer centers) Project manager for Orange Customer Center : technical assistance/customer service request processing Finalization and improved reliability for customer service scripts, SIM card renewal, and unlocking in Diagonal (script platform for telephone operators for the customer centers and also the web portal) before and during the deployment of Customer+/Diagonal Formalization and articulation of business requirements to improve the interface between tools/information systems used for the scripts. Consolidation of reporting by type of customer request showing the effectiveness of scripts by request Page 18

19 A study, research and experiments on customer knowledge management Benchmark study on managing customer knowledge Benchmarking on fact collecting methods and structuring of customer knowledge from Customer Service (uses, etc.) Experiments on network customer knowledge and customer experiences Establishment of a process for target collection and capitalization on customer knowledge (+ suggestion for deployment directions) Definition of features for a knowledge database on multimedia uses and collection by a Use Center Implementation of a Bahia (Web 2) customer experience database Definition of technical specifications and choice of solutions Description of the junctions between the hierarchical database and the sharing tools in functional and technical terms Implementation of the solution (basic structure and ergonomics, development, supply) Components of the solution and Administrator training Participation in the presentation of Bahia to Orange personnel Page 19

20 Professional training/coaching for Project Managers in project deployment and change management Instructional design and development of contents and teaching materials Guidelines for high-priority subjects for project managers Development of course contents and supporting materials Completion of a skill-building assessment review Led group and one-on-one training sessions Group classes for project managers on agreed topics (change management, project deployment, internal advising, etc.) Individual workshops on specific issues identified for each project manager On-the-job coaching for each project manager to provide operational support for their skills development (establishing tools and methods, facilitating meetings, drafting final reports, etc.) Periodic reporting to management on the project managers training in order to make changes to the instruction according to priorities as need be during the course. Page 20

21 Changes to the risk management and collections processes By defining a preventative risk management approach, i.e. upstream prevention of overdue payments before billing, and before late payment incidents are reported By adapting collections procedure to the customer risk level Modeling for non-payment incident risk prediction For customers of less then 2 months (without payment history) For Orange and Pro customers of over 2 months Setting threshold amounts for overdue payments by level of risk and according to the average consumption of each customer to trigger preventative actions when they are exceeded Performance analysis of scoring models, the relevance of the thresholds and the effectiveness of actions. Creation of an automatic pilot to test: Scoring quality The relevance of thresholds and management rules The effectiveness of actions undertaken Page 21

22 Design and implementation of an informative customer presentation module on product uses on the Orange Pro portal Definition and modeling of the contents on uses for business customers Customer group presentations Specifying the contents in writing Data classification Definition of interfaces and browsing rules on the portal for making the module available Definition of customer navigation possibilities Choice of interfaces Optimization of navigation ergonomics Creation of the solution using Web 2.0 technology Page 22

23 Creation of a Wiki-Forum (web 2.0) for the network of Customer Service technical assistance experts Project oversight (objectives, scope, planning, constraints) Analysis of existing resources in terms of tools, contents, structure of information, use, and operating modes Recommendations for changes, especially in the areas of moderator administration, personalization of contents according to user profile, ergonomics, search engine, and interaction between users Drafting specifications that present targeted operating modes and the toolfeature orientations that were agreed on. Development of a prototype for a 3-month pilot phase (Web 2.0: Forum, Wiki spaces) Operational support throughout the pilot phase: co-administration and comoderating, appropriation follow-up, process and technical adjustments, skills transfer Assessment and feedback on the pilot phase Preparation of the deployment kit for the generalization phase Reflection on the relationship between this tool and the customer section of the website Page 23

24 Creation of a Talent Incubator for dealing with Customer Dissatisfaction among high-value customers (improved detection of dissatisfied customers, overhaul of the processing procedure and organization, and adjustments to customer solutions) Guidelines and preparation for the Talent Incubator Communication of results and experiments already conducted and setting objectives for the Incubator with the project s managers Immersion in the Center in question and work with the project team Drafting of the brief and the implementation protocol (that the measurement indicators are for) and choice of execution procedures Establishment of the Talent Incubator Putting the Incubator s processes and tools into place (ex.: brief for the pilot teams, dissatisfaction rating grids, scoring grids, analyses, etc.) Field support (double feedback, debriefing in small groups, regular updates with supervision, etc.) Follow-up of actions and performance (measurement, reporting) Assessment of the Talent Incubator Analyses of the actions carried out, feedback Recommendations for a possible generalization and deployment consequences Page 24

25 TV Media (confidential) TV Media (confidential) TV Media (confidential) Management of TV - Sport marketing campaigns Interface with the marketing project managers for oversight of marketing campaigns (TV programs and offers including Sport, options, etc.) Targeting of relevant customers Setting parameters for the campaigns Multi-channel implementation (outgoing calls, s, letters) Impact analysis and assessment of the campaigns Reporting of results and recommendations Sales performance analysis of the ad sales agency Analysis of the sales performance and identification of ways to improve the ad sales agency offer (customers, pricing, cross-selling) Definition and creation of performance indicators (+ process) Creation of the scorecard and the analysis and management solution Strategic planning assistance for the Customer Space project Analysis and redefinition of the presentation of offers on the website Suggestions for optimizing the navigation ergonomics Identification and definition of new services and features (product comparison, up-selling, cross-selling, etc.) Definition of processes and organizational structure for a new governance charter for the site Page 25

26 Elaboration and tests of a new service offer Identification of new customized services by customer type Definition of production and implementation means Measuring the customer and sales impact of these services Strategic launch study for a new offer Completion of a status report and forecasts for the market in question Conducted a qualitative and qualitative survey to test the new offer under consideration Recommendations: structuring the offer, Go/NoGo, ROI, etc. analyses. Overhaul of the Business portal Complete overhaul of the portal for Business customers Assistance with defining a new customer segmentation Analysis and reconsideration of the customer browsing experience by customer type Content optimization Definition and implementation of new customer services Defining and prioritizing a range of new services linking together the website and the points of sales Defining the road plan and managing its implementation Marketing process industrialization Page 26

27 Bouygues Group Oversight and definition of the Customer Relations project Marketing organisation of offers within the scope of acquisitions and new developments Definition of new services relating to opportunities for establishing a Customer Relations solution Definition of changes to multi-channel processes (sales force, remote channels, technicians, direct and indirect) Colifase services: from specifications to pilot Establishing how to identify functional needs Drafting of detailed specifications Pilot design and deployment Build customer segmentation (BtoB) for the implementation of commercial multi-channel changes Multi-channel segmentation benchmarking Data mapping and building of analysis database Analysis of customer and commercial performance Building segmentation and indicators Page 27

28 SNCF subsidiary Research, definition and construction of new services for international freight Identification of added value services Construction of offers Develop sales opportunities For 10 European subsidiaries Identify 20 items of customer data to be gathered Customer card Define the multi-channel customer rating schedule Develop sales and customer relations performance Improving customer indicators Integrating multi-channel data for segmentation and targeting Organizing and developing skills of the analyst team Page 28

29 LOUIS VUITTON MALLETIER Definition and establishment of corporate relations marketing Define business processes and organisation in relations marketing Establish new customer segmentation Design and deploy customer marketing database (worldwide scope) Create a multi-channel commercial Customer Service Define related services Define commercial processes Definition of tools and choices Restructuring Customer Service Diagnose strengths and weaknesses of Customer Service Recommend areas for improvement (expected goals, processes to be covered, and tools and skills required) Page 29

30 Marketing-Direct Mail Department : Marketing strategic planning assistance for the Customer space project on Laposte.fr/entreprise Creation of a Business Customer portal using internet technology Implementation of the Personalization dimension according to the customer s profile (pushing products and services according to the profile, searching for offers using criteria, a mini configuration tool to simulate results based on criteria entered) Establishment of site management rules (up and cross-selling, organization of contents, navigation principles and ergonomics selection and customer search criteria, contextualization of the Frequently Asked Questions, etc.) Definition of the business portal and processes, the governance charter (each person s role, responsibility and commitment), service commitment (overview of services and features with the customer value and promise, expected business commitment) and scorecard (performance indicators) Page 30

31 Functional oversight of a CRM project for the sales teams and customer services (several hundred users) Collection of users needs for two key processes: sales and recruitment of purchasing advisors Formalizing key processes and information flows Drafting the functional specifications (objectives, features, technical requirements, schedule) Deployment of the CRM tool for use by operational teams Leading functional workshops to enable development of the tool Project management in conjunction with the software vendor, the integrator, and all internal participants involved (project coordinators, managers, users) Overhaul of the sales organization and Change management Operational support to optimize the sales organization and ensure the assimilation of knowledge made available by operational participants in terms of: communication, training, user support, assessment and followup of the adoption process Page 31

32 Skills development training sessions in Customer Relations and Sales Development in Financial Centers (by telephone) Review of various telephone sales methods for incoming calls (Financial Center Customer Relations modules) Course planning and instruction of group training sessions for operational teams (advisers and supervision) Operational coaching at work stations for operators, coordinators, and team leaders Assessment of the training by group Improving professionalism of team leaders and switchboard managers Professionalization actions for team leaders in the form of coaching and leadership-building Skill-building for sales effectiveness Individual coaching of team leaders Page 32

33 RH consultancy and skills development for managers Training in how to manage a team of telephone operators in a Customer Relations Center (initial CRC supervisor training) Initial seminar for senior managers Senior manager coaching Construction of management reference system RH consultancy and skills development for managers Managerial diagnostics in a Customer Relations Center Best practices management Manager training Manager coaching Change management and deployment of CRM project Oversight of change management aspect of CRM project Definition of support initiatives to be carried out Design of support materials (training, communication, HR, etc.) Implementation of changes among stakeholders concerned by the project Page 33

34 Periodic auditing of Group Hotel booking centers (individual and seminar bookings) 28 booking units in France and Europe Areas analyzed: all stages in customer relations Periodic benchmarking against other hotels belonging to competitors Periodic auditing of individual booking center (international platform) and competitive analysis of charging structures for corporate seminars Developing commercial skills of agents and management in the booking center (diagnosis, training workshops, coaching, assessment and recommendations) Developing commercial skills of agents and management in the booking center (diagnosis, training workshops, coaching and assessment) Preparation and facilitation of training sessions with salespeople working face to face and over the telephone on customer relations and managing difficult situations Page 34