Crm

Customer Retention of Microsoft

Submitted by:-

Ankush Garg c 20Sushant Vashisht c 54Ankit Bhagat c23Divya Chauhan c10

Submitted to:

Ms Garima Malik

The importance of customer satisfaction

to your business

Customer focused organisation

Goals of Customer Focus:

End goal of customer focused strategies is the same:

Boosting retention and repurchase = more sales!!!

Creating Better Products or Services

Offering compelling customer experience

Building deeper customer relationships

Customer Satisfaction = Profits

• Knowing what drives customer loyalty is important to your company’s financial health

• Repeat customers and new customers from referrals continuous revenue streams

• Disloyal customers are expensive to replace

• Attracting NEW customer is 4 x cost of retaining existing customer

• 5% increase in customer retention 75% in aggregate lifetime profits from that customer

A customer satisfaction

program

Customer-Focused Initiatives

Customer Value Attache

Nokia product engineer goes on-site with customer for up to 1 month to learn about challenges and show how Nokia can add value

Everyday Life Observation

To gain deeper understanding of customer, send video crews & TV cameras into 80 households around world to capture customer daily routines

Customer Partner Experience

Organisation-wide customer and partner satisfaction index to provide a holistic view of business health and trigger specific corrective actions where necessary.

Customer Feedback Program

• With a well constructed feedback program you can get key insights into customers to:– Identify key drivers of customer experience– Glean insights into health of your company– Detect early warnings of any erosion of your

relationship or value proposition

Customer Program Activities

1. Assess internal root cause for customer perceptions – satisfaction drivers

2. Derive action plans to resolve most critical issues – set your objectives

3. Implement these actions4. Track your progress with ongoing customer

research5. Link these customer metrics to your financial

results & staff incentives6. Tell your customers how you used their

feedback

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At Microsoft

• Worldwide Survey Apr & Oct• Customer Escalation Tool• RMTP – Response Management Through

Partner• Feedback forms at events (9 point scale)• Tactical Research – Qualitative &

Quantitative• Anecdotal feedback• Roundtable sessions

Understand Satisfaction Drivers

Customer Customer SatisfactionSatisfaction

Access to Access to products & products &

ServicesServices

Emotional Emotional FactorFactor

Service Service QualityQuality

PricePrice

Product Product QualityQuality

Avoiding the Pitfalls

• Listening to the wrong customers• Incorrectly identifying customer priorities• Failing to consider strategic objectives• Failing to align organisation around

execution• Failing to ‘get paid’ by customers for new

value• Losing momentum – “campaign mentality”

Ways to measure customer satisfaction

Annual Customer

Satisfaction Surveys

Focus Groups (Formal/ informal)

Online Questionnaires

Phone or Fax

Surveys

Feedback Forms

Online Polls

Customer Service

FeedbackCRM

SoftwareOther

Surveys (Benchmarking, Employee, Org

Alignment)

Different forms of measurement

Partner Program - CSAT Tool

http://www.microsoft.com/partner/media/csat/

Food for ThoughtThe name of the game should be

about "giving customers a memory and experience so great that they'll want to repeat it." The game is not all about getting that score—that darned customer score—any way

possible.