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Business Case 129 POS Analysis, What this new configuration changes,…

- - - - Customer Activates using 360 and portal
        
        Road Block
        
        Support
        
        escalates to installer
        
        Goes to Joe Morgan
        
        Usually sold the wrong item and a new one is sent
- - - - KMT
        
        Knowledge Transferred
        
        Portal/process updated , improve install times = more customers faster
- - - - Account Management Outbound Only
        
        Improve NPS Scores
        
        Increase Engagement / Upsell
        
        Voice of the Customer
        
        Customer Score Card
        
        Reduce Churn 25%
        
        Improving HW/SW Utilization
      - Project Management
        
        Large Scale Issues and Abnormal implementation
      - Installers
      - Pricebook
      - Technical Delivery Manager
        
        Limitations(I do not know/Cannot) Gathered , Assessed , Actioned leads a direct path
        
        T4 Development
        
        Solution Created by RD
        
        Knowledge Transfer to KMTGB
        
        KMT Governance Body
        
        1 more item...
      - Key Account Management (KAM) is a process that helps sustain and expand relationships with important Key Accounts. It involves working closely with multiple business departments to maintain and further develop relationships with key accounts. Key Account Management, also known as strategic account management is responsible for the achievement of sales quota and is assigned key objectives/metrics relevant to Key accounts.
        
        Key Account Management is a strategic approach distinguishable from account management or account-based selling and should be used to ensure the long-term development and retention of strategic customers.
        
        The one common mistake many organizations, both small and big tend to make and repeat, is to treat all their accounts with the same business model. It is never too late, however, to correct the situation and start looking at your account type and process more closely. You will notice, that there is a key difference in the account types, organizations like yours, have in their portfolio.
        
        A Key Account Management process is required to manage Key Accounts, which may require more nurturing, different skills, and utmost attention than other accounts.
        
        The famous management rule applies in this case too, where 80% of your profit will come from 20% of your strategic accounts. What resources to invest and how and where, are the key questions you have to handle. Automated systems and processes will work best for 80% of your accounts, whereas, you can safely invest and focus your time on the sales of the rest 20% of your Key Accounts.
        
        Key accounts are a category of business accounts that a supplier company manages, which generate substantial profits for the supplier company through years of repeat business. Key accounts are different from global accounts and regular customer accounts.
      - Identified as Self install Candidate
      - Key Accounts
      - Professional Services (Bucket)
        
        Outbound training Plus more
- - - - Escalations
        
        T1 (
        
        T2 ()
        
        Resolution
        
        Escalation
        
        T3 ( R&D QA)
        
        Change Order Qualifications
        
        I cannot
        
        1 more item...
        
        I can
        
        I can not (limitations)
        
        I cannot
        
        Escalation
        
        limitation resolved
        
        I do not know (limitations)
        
        Catch and Dispatch
- - - - Case by Case Basis
      - Advancement to a new role
- - - - Professional Services
  - - - MSD sends Welcome email
        
        links to get started help etc
        
        All Automated
        
        Problems Owned by t1 support
        
        hard time setting up export
        
        KBAs
        
        owned by support (Customer Service)
- - - - Customer Activates using 360 and portal
        
        Road Block
        
        Support
        
        escalates to installer
        
        Goes to Aaron
        
        Usually sold the wrong item and a new one is sent
- - - - QA to be qualified as CR
        
        Qualified and Handled as per the CR process
- - - - Resource a
      - Resouce B
      - Resource C
        
        Fix Is determined
        
        Fixed is delivered and managed through KMT process
- - - - Key Account Manager
      - Determine customers level of need for implmentation
      - Outbound Traditional Account Management
        
        After contract Signed
        
        30/60/90 check in from Outbound Account Management
      - Triage
      - Cant be Influenced from other departments
      - Eliminates Sales need to determine customer path
      - Self install
      - Resource Allocation
- - - - links to get started help etc
        
        Problems Owned by t1 support
        
        hard time setting up export
        
        KBAs
        
        owned by support (Customer Service)
        
        All Automated