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The operational vision of customer relations
“The greatest key to success is setting an objective and never losing
sight o...
The operational vision of customer relations
OswegO
STATISTICS
The operational vision of customer relations
277checkpoints...
The operational vision of customer relations
MANAGER
DEVELOP
OPTIMISE
PROFESSIONALISE
CUSTOMER
RELATIONS
SERVICES
The operational vision of customer relations
CUSTOMER
RELATIONS
SERVICES
MANAGER
Reactivity: Your transition manager is av...
The operational vision of customer relations
OPTIMISE
Understand: Analysis of six key fields through 277
checkpoints
Decid...
The operational vision of customer relations
DEVELOP
• Localise
• Outsource, insource, backsource
• Selling
• Implement
• ...
The operational vision of customer relations
PROFESSIONALISE
• Industrial management
• Take operational decisions to stick...
The operational vision of customer relations
OUTSOURCING
TELECOMS
BANKING
• Contact centre restructuring
• Marketing mix
•...
The operational vision of customer relations
THE
OswegO
ASSOCIATES
Christophe
Bouyssonnade
Olivier
Pellevoizin
18 years’ e...
03/03/2015 10
The operational vision of customer relations
GM
HRD
CFO
ESCP trainer
Quality officer
Sales manager
Operation...
The operational vision of customer relations
-Team spirit -
This helps everyone
to develop. It fosters
exchange that
resul...
The operational vision of customer relations
www.oswegoconseil.com
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“I know that every situation is unique and requires as much creativity in its conception as it does diligence in the implementation of the solution.”

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OswegO, The operational vision of customer relations.

  1. 1. The operational vision of customer relations “The greatest key to success is setting an objective and never losing sight of it” Queen Christina of Sweden
  2. 2. The operational vision of customer relations OswegO STATISTICS The operational vision of customer relations 277checkpoints in our processes 24customer references 7areas of expertise: HR Operations Quality MOA Training Sales Service delivery management 3sites: France, Belgium, Morocco 100%contract renewal rate 5languages 17consultants 120%growth rate 2013OswegO Conseil established 1Training centre
  3. 3. The operational vision of customer relations MANAGER DEVELOP OPTIMISE PROFESSIONALISE CUSTOMER RELATIONS SERVICES
  4. 4. The operational vision of customer relations CUSTOMER RELATIONS SERVICES MANAGER Reactivity: Your transition manager is available and ready to act within 72 hours Concentration: A single objective – achieve results and guarantee success Efficacy: Listen, decide and ACT Innovation: The best way to predict the future is to create it
  5. 5. The operational vision of customer relations OPTIMISE Understand: Analysis of six key fields through 277 checkpoints Decide: Compare the results and your aims Act: An action plan tailored to your objectives that generates ROI immediately CUSTOMER RELATIONS SERVICES
  6. 6. The operational vision of customer relations DEVELOP • Localise • Outsource, insource, backsource • Selling • Implement • Normalise • Manage We guarantee the effective management of your customer-relations projects. Our approach aims to ensure that your project runs smoothly from start to finish according to a jointly defined schedule by providing you with experienced consultants. CUSTOMER RELATIONS SERVICES
  7. 7. The operational vision of customer relations PROFESSIONALISE • Industrial management • Take operational decisions to stick to economic objectives • Dispersion management • Move away from the predominant use of averages to give new meaning to KPIs • Manager coaching • Turn a manager into a real leader • Agent shadowing • Shadow agents while they implement best operational practices OswegO’s e-learning platform Optimum practical experience that enhances your skills as required CUSTOMER RELATIONS SERVICES
  8. 8. The operational vision of customer relations OUTSOURCING TELECOMS BANKING • Contact centre restructuring • Marketing mix • Development and customer acquisition strategy • Professional development of the key accounts sales team • Selection criteria for decision-makers in customer relations • Evaluation of resource planning for the customer relations centre • Suggestions for improvement SECTOR EXPERIENCE INSURANCE E-COMMERCE ENERGY • Consultants • Sales optimisation – 1688/insurer • Analysis of ‘chat’ traffic from e- commerce sites • Recommending that teams enhance their professional level • Implementing recommendations • Interconnecting the six European ‘Customer Care’ centres • Strategy – Organisation – Systems - Implementation
  9. 9. The operational vision of customer relations THE OswegO ASSOCIATES Christophe Bouyssonnade Olivier Pellevoizin 18 years’ experience CCA International, Armatis, Euro CRM, Compaq, Xerox, Convergys 20 years’ experience Sitel, CCA International, Wana 5télécom Morocco, OCE, Orange, Téléperformance, Banque Populaire Claudia Jimenez 15 years’ experience IBM, PWCConsulting, GDF SUEZ, Sitel, Bank Card Company “I know that every situation is unique and requires as much creativity in its conception as it does diligence in the implementation of the solution.” “In an increasingly competitive market filled with new communication channels, the customer relationship must be more efficient, professional, responsive and innovative.” “Everything starts with the customer: this applies now more than ever before. I am certain that an operational strategy supported by assessments and management focused on ongoing operations creates a simplified operational environment that enhances competitiveness.” • General management • Operational management • Project management • Telecoms customer relations management • Business unit management • Project management • Associate Director • Operational management • Project management
  10. 10. 03/03/2015 10 The operational vision of customer relations GM HRD CFO ESCP trainer Quality officer Sales manager Operations manager Customer Relations manager Project manager within an ITBSC Crisis management specialist Business development officer And more! THE OswegO CONSULTANTS 17 OswegO-certified consultants able to take action within 72 hours, regardless of your specific business, sectoral, geographic and linguistic needs.
  11. 11. The operational vision of customer relations -Team spirit - This helps everyone to develop. It fosters exchange that results in the acquisition of new experiences which in turn broaden the viewpoint of every individual and the team as a whole. -Operational excellence- Providing the same service millions of times by making it unique and personalised requires even more work, determination and ironclad knowhow. -Integrity- You can tell us anything, as you can rest assured that nothing you share will be repeated or used for someone else’s benefit. -Creativity- We believe that nurturing our partners’ creativity and respecting their innovative ideas is crucial for guaranteeing the success of any project, whether it’s objective is to introduce a new product or transform an existing one. OUR VALUES
  12. 12. The operational vision of customer relations www.oswegoconseil.com

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  • OlivierPellevoizin

    Mar. 6, 2015
  • titek

    Feb. 1, 2017
  • teddy_be

    Jun. 10, 2020

“I know that every situation is unique and requires as much creativity in its conception as it does diligence in the implementation of the solution.”

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