1. HOW TO DELIVER MAGICAL CX TO CORPORATE &
HIGH ARPU CUSTOMERS
NAEEM KHALIQ
MOBILINK|00923008411492
naeem.khaliq@mobilink.net

2. HIGHLIGHTS
Customer, Customer, Customer
Who are Business Customers?
Identify business Customers needs
Segmentation of Business Customers
Prioritize resources for good experience
Business customer’s touch points n mapping
Sales & Retention of Business Customers
through experience

4. BUSINESS CUSTOMERS NEEDS?
Priority Services
Personalized care
Reliable Network availability ,connectivity &
coverage
Tailored made communication applications
Cost optimizations Vs Value of Money
Smooth flow of services
Good value of money against their expense
Services at their door step
Availability, round the clock
24/7/365 days support
Updated Information Push
Seamless emotional Experience(Tension
Less)
Security of company’s data, privacy in terms
of calls , location of employees etc…

5. BUSINESS CUSTOMER’S TOUCH POINTS N MAPPING
Touchpoints – Dedicated Key Accounts Managers interact with Business customers in
increasing ways and how do they impact cost and Quality? Some channels are more
expensive than others. Customer Experience at each touch point should be
prioritized and standardized.
TARGET ACQUIRE ONBOARD SERVE GROW RETAIN
Tele Marketing KAM Visits Welcome Visit With Excellence Keep Customers Personalized
by KAM Updated Services
Reference Assure to Follow
Documentation/ Welcome Regular Visits Personalized
Targeting TAT
Contract Guideline Relations
KEEP Customer
Email Targeting TAT OF Welcome Call Updated Identify Growth Customer
ACQUISITION Opportunities Profiling
Round the Clock
Comparison STAGES OF Setting Right Technology Never Say No
Analysis ACQUISITION Expectation KAM Updation
AVAILABILITY
Media SMOOTH Rightly Define Proposal
Customer Develop Co
Campaign ACQUISITION Communication Submissions/
Satisfaction Branding
channel Surveys Mature

6. STRATEGY TO SEREVE BUSINESS CUSTOMERS
Business Customers divided to four below categories for Experience prioritization
and Resources Allocation.
KAM(KEY ACCOUNT MANAGERS)
Farmers
Hunters
BUSINESS CUSTOMERS CATEGORIES
HIGH VALUE HIGH POTENTIAL-Assign “Hunter” KAM
HIGH VALUE LOW POTENTIAL-Assign Senior “Farmer” KAM
LOW VALUE HIGH POTENTIAL-Assign “Hunter” KAM
LOW VALUE LOW POTENTIAL-Assign “farmer” KAM
Hint: Form a team with mix of Hunters(Sales) and Farmers(Retention).

7. SALES & RETENTION OF BUSINESS CUSTOMERS THROUGH BEST
EXPERIENCE
As the cost and time of acquiring business customers in organisations is
high so telecom companies are investing in retention
Index of Costs Retention 100
Winback 140
Acquisition 240
Retention with personalized relations is easy to manage Vs Fresh Relations
in acquiring competitive business.
Customer Lifecycles suggest increasing customer interactions/contacts and
more demanding customers
Churn threats are doors to Opportunities
Win Backs by Senior “HUNTER KAMS” becomes easier
Satisfaction Surveys of the business customers helps to identify the
customer needs
Sales in Existing Business Customers Vs New Business Customers
Setting right expectations of business customers is too much important

8. Magical Customer Experience Tips
KYC-Know Your Customer
Get yourself available
Set the right expectations
Prioritized TAT for Business Customers
Get dynamic & pro active KAM teams
Good Morning, Good Evening, Good After noon
Business Customer Profiling
Personalized Relations
Be a part of Customer organization
FCR-First Contact Resolution
Be quick to find the GUIDE
Customer Satisfaction Survey of Decision Makers(verified by TL)
Prepare KAM score card

9. MAXIMIZING BUSINESS CUSTOMER EXPERIENCE
EFFECTIVE MAXIMUM
CUSTOMER
FCR + CONTACT = CUSTOMER
SATISFACTION,
MANAGEMENT
Respond to
Business Customers
Customers, will:
Identify Sources Use again
Improved
Product & Service of Dissatisfaction Use or donate more
Quality Tell others to use
Conduct Root Try your other products &
Cause Analysis services
Feedback on
Prevention

10. THANK YOU
NAEEM KHALIQ
TEAM LEAD& CORPORATE ACCOUNT MANAGER
00923008411492
naeem.khaliq@mobilink.net

11. HOW TO DELIVER MAGICAL CX
TO
CORPORATE & HIGH ARPU CUSTOMERS