SlideShare una empresa de Scribd logo

The Business Development Virtuous Circle

•
•
Mark Walmsley
Mark Walmsley
1 de 1
Descargar para leer sin conexión
  Engagement   Exis,ng  Clients     Loyalty     Advocacy     Awareness     Percep,on  &   Reputa,on   Indirect  Marke-ng   •  High  CPA   •  Compe,,ve   •  Cold   Requires   •  Quality  &  Value   •  Clear  Proposi,on   •  Evidence   The  Service   Industry   Business   Development   Virtuous  Circle   LOST   •  Survey  Interview   •  Why?   Exis-ng  Clients   •  Sa,sfac,on  Surveys   •  Account  Triage   •  Remedial  Ac,on   •  Measure   •  Nurture   Referral   •  Propensity   •  Incen,ve   •  Ac,ve   •  Passive   •  Other  sectors   Repeat  Business   •  Capability   •  Propensity   •  +  services?   Warm   Inexpensive   Less  Compe,,ve   Don’t  start  here!   Start  here!  

Recomendados

RESUME 2016
RESUME 2016RESUME 2016
RESUME 2016
Tracey Keaton Shirley
 
AUTM1314_Strategic Focus
AUTM1314_Strategic FocusAUTM1314_Strategic Focus
AUTM1314_Strategic Focus
John Chun Kuang Lau
 
Are you a Recruiter or Talent Acquisition Specialist? Sue Ivay, Director of R...
Are you a Recruiter or Talent Acquisition Specialist? Sue Ivay, Director of R...Are you a Recruiter or Talent Acquisition Specialist? Sue Ivay, Director of R...
Are you a Recruiter or Talent Acquisition Specialist? Sue Ivay, Director of R...
Recruitment Innovation Summit
 
Sue ivay
Sue ivaySue ivay
Sue ivay
Recruitment Innovation Summit
 
Brief about Saira Consulting
Brief about Saira ConsultingBrief about Saira Consulting
Brief about Saira Consulting
Saira Consulting
 
DLA Resume
DLA ResumeDLA Resume
DLA Resume
Dante Alston
 
From Leads to Profits - Your Easy Web Solutions
From Leads to Profits - Your Easy Web SolutionsFrom Leads to Profits - Your Easy Web Solutions
From Leads to Profits - Your Easy Web Solutions
Alexei Kouleshov
 
Service Desk Certification - What is it and why should your service desk beco...
Service Desk Certification - What is it and why should your service desk beco...Service Desk Certification - What is it and why should your service desk beco...
Service Desk Certification - What is it and why should your service desk beco...
Service Desk Institute
 

Recomendados

RESUME 2016
RESUME 2016RESUME 2016
RESUME 2016
Tracey Keaton Shirley
 
AUTM1314_Strategic Focus
AUTM1314_Strategic FocusAUTM1314_Strategic Focus
AUTM1314_Strategic Focus
John Chun Kuang Lau
 
Are you a Recruiter or Talent Acquisition Specialist? Sue Ivay, Director of R...
Are you a Recruiter or Talent Acquisition Specialist? Sue Ivay, Director of R...Are you a Recruiter or Talent Acquisition Specialist? Sue Ivay, Director of R...
Are you a Recruiter or Talent Acquisition Specialist? Sue Ivay, Director of R...
Recruitment Innovation Summit
 
Sue ivay
Sue ivaySue ivay
Sue ivay
Recruitment Innovation Summit
 
Brief about Saira Consulting
Brief about Saira ConsultingBrief about Saira Consulting
Brief about Saira Consulting
Saira Consulting
 
DLA Resume
DLA ResumeDLA Resume
DLA Resume
Dante Alston
 
From Leads to Profits - Your Easy Web Solutions
From Leads to Profits - Your Easy Web SolutionsFrom Leads to Profits - Your Easy Web Solutions
From Leads to Profits - Your Easy Web Solutions
Alexei Kouleshov
 
Service Desk Certification - What is it and why should your service desk beco...
Service Desk Certification - What is it and why should your service desk beco...Service Desk Certification - What is it and why should your service desk beco...
Service Desk Certification - What is it and why should your service desk beco...
Service Desk Institute
 
Galactica
GalacticaGalactica
Galactica
Ameya Paranjape
 
Providing value added services to clients by accountants in practice
Providing value added services to clients by accountants in practiceProviding value added services to clients by accountants in practice
Providing value added services to clients by accountants in practice
Ransford Armah
 
Talent360i
Talent360iTalent360i
Talent360i
Kiran Kumar
 
Version 3 insight executive search presentation
Version 3 insight executive search presentationVersion 3 insight executive search presentation
Version 3 insight executive search presentation
Vanessa Barnes
 
App net global inc
App net global incApp net global inc
App net global inc
nag k
 
Hero Award
Hero AwardHero Award
Hero Award
Bill Hirsch, MBA
 
Think Like a Customer - Value Stream Mapping to See Waste and Value
Think Like a Customer - Value Stream Mapping to See Waste and ValueThink Like a Customer - Value Stream Mapping to See Waste and Value
Think Like a Customer - Value Stream Mapping to See Waste and Value
Andrea Darabos
 
Interactive recruitment 2012
Interactive recruitment 2012Interactive recruitment 2012
Interactive recruitment 2012
interactiveslideshare
 
Ch13 designing and managing services shimizu
Ch13 designing and managing services shimizuCh13 designing and managing services shimizu
Ch13 designing and managing services shimizu
aceworld
 
Tips To Fill Up The CBAP® Form
Tips To Fill Up The CBAP® FormTips To Fill Up The CBAP® Form
Tips To Fill Up The CBAP® Form
Multisoft Virtual Academy
 
Tools and Techniques for Delivery Excellence
Tools and Techniques for Delivery ExcellenceTools and Techniques for Delivery Excellence
Tools and Techniques for Delivery Excellence
peter2pmp
 
Mastering the Critical Components to Effective Change Management 2016
Mastering the Critical Components to Effective Change Management 2016Mastering the Critical Components to Effective Change Management 2016
Mastering the Critical Components to Effective Change Management 2016
Chazey Partners
 
resume
resumeresume
resume
Keren Enriquez
 
Increasing Financial Returns and Guest Satisfaction through Human Capital Dev...
Increasing Financial Returns and Guest Satisfaction through Human Capital Dev...Increasing Financial Returns and Guest Satisfaction through Human Capital Dev...
Increasing Financial Returns and Guest Satisfaction through Human Capital Dev...
International Federation for Information Technologies in Travel and Tourism (IFITT)
 
Abhishek Singh
Abhishek SinghAbhishek Singh
Abhishek Singh
Abbhishek Singh
 
Resume for Arnold Teekasingh 8 5 2014
Resume for Arnold Teekasingh 8 5 2014Resume for Arnold Teekasingh 8 5 2014
Resume for Arnold Teekasingh 8 5 2014
Arnold Teekasingh
 
The Discipline of Market Leaders: A Strategy for Reaching the Top
The Discipline of Market Leaders: A Strategy for Reaching the TopThe Discipline of Market Leaders: A Strategy for Reaching the Top
The Discipline of Market Leaders: A Strategy for Reaching the Top
Tim Hamilton
 
2017
20172017
2017
Dennis Hall
 
How To Enter The IT Service And Support Awards 2015 slides
How To Enter The IT Service And Support Awards 2015 slidesHow To Enter The IT Service And Support Awards 2015 slides
How To Enter The IT Service And Support Awards 2015 slides
Service Desk Institute
 
Customer Service: Going Beyond Satisfaction by Afrin Farhad Drishty
Customer Service: Going Beyond Satisfaction by Afrin Farhad DrishtyCustomer Service: Going Beyond Satisfaction by Afrin Farhad Drishty
Customer Service: Going Beyond Satisfaction by Afrin Farhad Drishty
Afrin Farhad Drishty
 
Draft presentation big pink
Draft presentation big pinkDraft presentation big pink
Draft presentation big pink
toriger
 
Syracuse Digital Agency Introduction 2015
Syracuse Digital Agency Introduction 2015Syracuse Digital Agency Introduction 2015
Syracuse Digital Agency Introduction 2015
Syracuse Squad
 

Más contenido relacionado

La actualidad más candente

App net global inc
App net global incApp net global inc
App net global inc
nag k
 
Think Like a Customer - Value Stream Mapping to See Waste and Value
Think Like a Customer - Value Stream Mapping to See Waste and ValueThink Like a Customer - Value Stream Mapping to See Waste and Value
Think Like a Customer - Value Stream Mapping to See Waste and Value
Andrea Darabos
 
Ch13 designing and managing services shimizu
Ch13 designing and managing services shimizuCh13 designing and managing services shimizu
Ch13 designing and managing services shimizu
aceworld
 
Tools and Techniques for Delivery Excellence
Tools and Techniques for Delivery ExcellenceTools and Techniques for Delivery Excellence
Tools and Techniques for Delivery Excellence
peter2pmp
 
Mastering the Critical Components to Effective Change Management 2016
Mastering the Critical Components to Effective Change Management 2016Mastering the Critical Components to Effective Change Management 2016
Mastering the Critical Components to Effective Change Management 2016
Chazey Partners
 
Resume for Arnold Teekasingh 8 5 2014
Resume for Arnold Teekasingh 8 5 2014Resume for Arnold Teekasingh 8 5 2014
Resume for Arnold Teekasingh 8 5 2014
Arnold Teekasingh
 

La actualidad más candente (20)

Galactica
GalacticaGalactica
Galactica
 
Providing value added services to clients by accountants in practice
Providing value added services to clients by accountants in practiceProviding value added services to clients by accountants in practice
Providing value added services to clients by accountants in practice
 
Talent360i
Talent360iTalent360i
Talent360i
 
Version 3 insight executive search presentation
Version 3 insight executive search presentationVersion 3 insight executive search presentation
Version 3 insight executive search presentation
 
App net global inc
App net global incApp net global inc
App net global inc
 
Hero Award
Hero AwardHero Award
Hero Award
 
Think Like a Customer - Value Stream Mapping to See Waste and Value
Think Like a Customer - Value Stream Mapping to See Waste and ValueThink Like a Customer - Value Stream Mapping to See Waste and Value
Think Like a Customer - Value Stream Mapping to See Waste and Value
 
Interactive recruitment 2012
Interactive recruitment 2012Interactive recruitment 2012
Interactive recruitment 2012
 
Ch13 designing and managing services shimizu
Ch13 designing and managing services shimizuCh13 designing and managing services shimizu
Ch13 designing and managing services shimizu
 
Tips To Fill Up The CBAP® Form
Tips To Fill Up The CBAP® FormTips To Fill Up The CBAP® Form
Tips To Fill Up The CBAP® Form
 
Tools and Techniques for Delivery Excellence
Tools and Techniques for Delivery ExcellenceTools and Techniques for Delivery Excellence
Tools and Techniques for Delivery Excellence
 
Mastering the Critical Components to Effective Change Management 2016
Mastering the Critical Components to Effective Change Management 2016Mastering the Critical Components to Effective Change Management 2016
Mastering the Critical Components to Effective Change Management 2016
 
resume
resumeresume
resume
 
Increasing Financial Returns and Guest Satisfaction through Human Capital Dev...
Increasing Financial Returns and Guest Satisfaction through Human Capital Dev...Increasing Financial Returns and Guest Satisfaction through Human Capital Dev...
Increasing Financial Returns and Guest Satisfaction through Human Capital Dev...
 
Abhishek Singh
Abhishek SinghAbhishek Singh
Abhishek Singh
 
Resume for Arnold Teekasingh 8 5 2014
Resume for Arnold Teekasingh 8 5 2014Resume for Arnold Teekasingh 8 5 2014
Resume for Arnold Teekasingh 8 5 2014
 
The Discipline of Market Leaders: A Strategy for Reaching the Top
The Discipline of Market Leaders: A Strategy for Reaching the TopThe Discipline of Market Leaders: A Strategy for Reaching the Top
The Discipline of Market Leaders: A Strategy for Reaching the Top
 
2017
20172017
2017
 
How To Enter The IT Service And Support Awards 2015 slides
How To Enter The IT Service And Support Awards 2015 slidesHow To Enter The IT Service And Support Awards 2015 slides
How To Enter The IT Service And Support Awards 2015 slides
 
Customer Service: Going Beyond Satisfaction by Afrin Farhad Drishty
Customer Service: Going Beyond Satisfaction by Afrin Farhad DrishtyCustomer Service: Going Beyond Satisfaction by Afrin Farhad Drishty
Customer Service: Going Beyond Satisfaction by Afrin Farhad Drishty
 

Destacado

Draft presentation big pink
Draft presentation big pinkDraft presentation big pink
Draft presentation big pink
toriger
 
7 Big Physician and Patient Engagement Trends You Can’t Miss for Brand Planning
7 Big Physician and Patient Engagement Trends You Can’t Miss for Brand Planning7 Big Physician and Patient Engagement Trends You Can’t Miss for Brand Planning
7 Big Physician and Patient Engagement Trends You Can’t Miss for Brand Planning
DRG Digital
 

Destacado (18)

Draft presentation big pink
Draft presentation big pinkDraft presentation big pink
Draft presentation big pink
 
Syracuse Digital Agency Introduction 2015
Syracuse Digital Agency Introduction 2015Syracuse Digital Agency Introduction 2015
Syracuse Digital Agency Introduction 2015
 
Who is Blue Latitude?
Who is Blue Latitude?Who is Blue Latitude?
Who is Blue Latitude?
 
This is Blue Latitude - Customer Engagement Architects
This is Blue Latitude - Customer Engagement ArchitectsThis is Blue Latitude - Customer Engagement Architects
This is Blue Latitude - Customer Engagement Architects
 
Healthcare Deck
Healthcare DeckHealthcare Deck
Healthcare Deck
 
Camp Digital user experience and its influence on customer centricity
Camp Digital user experience and its influence on customer centricityCamp Digital user experience and its influence on customer centricity
Camp Digital user experience and its influence on customer centricity
 
The role of search in a Multi Channel Marketing strategy
The role of search in a Multi Channel Marketing strategyThe role of search in a Multi Channel Marketing strategy
The role of search in a Multi Channel Marketing strategy
 
Who we are
Who we areWho we are
Who we are
 
Social Media, Social Influence Marketing and Super Peers
Social Media, Social Influence Marketing and Super PeersSocial Media, Social Influence Marketing and Super Peers
Social Media, Social Influence Marketing and Super Peers
 
How Pharma companies are using Social Media
How Pharma companies are using Social MediaHow Pharma companies are using Social Media
How Pharma companies are using Social Media
 
Brand storytelling 101
Brand storytelling 101Brand storytelling 101
Brand storytelling 101
 
THANATOS Digital Agency | Company Profile ENG
THANATOS Digital Agency | Company Profile ENGTHANATOS Digital Agency | Company Profile ENG
THANATOS Digital Agency | Company Profile ENG
 
SmartNewSolutions — full-service digital agency.
SmartNewSolutions — full-service digital agency.SmartNewSolutions — full-service digital agency.
SmartNewSolutions — full-service digital agency.
 
Mix Digital Marketing Agency Credentials
Mix Digital Marketing Agency CredentialsMix Digital Marketing Agency Credentials
Mix Digital Marketing Agency Credentials
 
7 Big Physician and Patient Engagement Trends You Can’t Miss for Brand Planning
7 Big Physician and Patient Engagement Trends You Can’t Miss for Brand Planning7 Big Physician and Patient Engagement Trends You Can’t Miss for Brand Planning
7 Big Physician and Patient Engagement Trends You Can’t Miss for Brand Planning
 
*UP There, Everywhere Global Cloud Based Advertising Agency
*UP There, Everywhere Global Cloud Based Advertising Agency*UP There, Everywhere Global Cloud Based Advertising Agency
*UP There, Everywhere Global Cloud Based Advertising Agency
 
Things have changed - Digital Health Marketing today
Things have changed - Digital Health Marketing todayThings have changed - Digital Health Marketing today
Things have changed - Digital Health Marketing today
 
How to publish long-form posts on LinkedIn
How to publish long-form posts on LinkedInHow to publish long-form posts on LinkedIn
How to publish long-form posts on LinkedIn
 

Similar a The Business Development Virtuous Circle

Customer Service Development Programs by CBL Global
Customer Service Development Programs by CBL GlobalCustomer Service Development Programs by CBL Global
Customer Service Development Programs by CBL Global
Consultants for Business Leaders
 
Customer Expectation and Service Excellence - Final
Customer Expectation and Service Excellence - FinalCustomer Expectation and Service Excellence - Final
Customer Expectation and Service Excellence - Final
Sid Gupta
 
Customer value and Satisfaction
Customer value and SatisfactionCustomer value and Satisfaction
Customer value and Satisfaction
Kiran Prasad Naik
 

Similar a The Business Development Virtuous Circle (20)

Customer in the window BSC Rise 2012
Customer in the window BSC Rise 2012Customer in the window BSC Rise 2012
Customer in the window BSC Rise 2012
 
Utsav Mahendra : Organizing for Service Leadership
Utsav Mahendra : Organizing for Service Leadership Utsav Mahendra : Organizing for Service Leadership
Utsav Mahendra : Organizing for Service Leadership
 
Business Transformation Approach - Align Associate
Business Transformation Approach - Align AssociateBusiness Transformation Approach - Align Associate
Business Transformation Approach - Align Associate
 
Helping your business market itself final
Helping your business market itself finalHelping your business market itself final
Helping your business market itself final
 
Utsav Mahendra : Organizing for Service Leadership
Utsav Mahendra : Organizing for Service Leadership Utsav Mahendra : Organizing for Service Leadership
Utsav Mahendra : Organizing for Service Leadership
 
Delivering excellent customer service for a luxury brand
Delivering excellent customer service for a luxury brandDelivering excellent customer service for a luxury brand
Delivering excellent customer service for a luxury brand
 
Customer Service Development Programs by CBL Global
Customer Service Development Programs by CBL GlobalCustomer Service Development Programs by CBL Global
Customer Service Development Programs by CBL Global
 
Maryna Shulga "Mission Impossible. Впровадити тест процеси, якщо ніхто цього ...
Maryna Shulga "Mission Impossible. Впровадити тест процеси, якщо ніхто цього ...Maryna Shulga "Mission Impossible. Впровадити тест процеси, якщо ніхто цього ...
Maryna Shulga "Mission Impossible. Впровадити тест процеси, якщо ніхто цього ...
 
Lets sell it
Lets sell itLets sell it
Lets sell it
 
Customer Expectation and Service Excellence - Final
Customer Expectation and Service Excellence - FinalCustomer Expectation and Service Excellence - Final
Customer Expectation and Service Excellence - Final
 
Service Management - Lakme
Service Management - LakmeService Management - Lakme
Service Management - Lakme
 
Maintaining service quality
Maintaining service qualityMaintaining service quality
Maintaining service quality
 
Customer relationshipmanagementstrategies
Customer relationshipmanagementstrategiesCustomer relationshipmanagementstrategies
Customer relationshipmanagementstrategies
 
Changing Consumer Dynamics
Changing Consumer DynamicsChanging Consumer Dynamics
Changing Consumer Dynamics
 
Use of candidate testing and assessment in accounting recruitment
Use of candidate testing and assessment in accounting recruitmentUse of candidate testing and assessment in accounting recruitment
Use of candidate testing and assessment in accounting recruitment
 
Customer value and Satisfaction
Customer value and SatisfactionCustomer value and Satisfaction
Customer value and Satisfaction
 
Customer Retention! The Key to Business Growth
Customer Retention! The Key to Business GrowthCustomer Retention! The Key to Business Growth
Customer Retention! The Key to Business Growth
 
Improving Customer Retention by Managing the Customer Journey Webinar Slides
Improving Customer Retention by Managing the Customer Journey Webinar SlidesImproving Customer Retention by Managing the Customer Journey Webinar Slides
Improving Customer Retention by Managing the Customer Journey Webinar Slides
 
Service guarantees
Service guaranteesService guarantees
Service guarantees
 
Service guarantees
Service guaranteesService guarantees
Service guarantees
 

The Business Development Virtuous Circle

  • 1.   Engagement   Exis,ng  Clients     Loyalty     Advocacy     Awareness     Percep,on  &   Reputa,on   Indirect  Marke-ng   •  High  CPA   •  Compe,,ve   •  Cold   Requires   •  Quality  &  Value   •  Clear  Proposi,on   •  Evidence   The  Service   Industry   Business   Development   Virtuous  Circle   LOST   •  Survey  Interview   •  Why?   Exis-ng  Clients   •  Sa,sfac,on  Surveys   •  Account  Triage   •  Remedial  Ac,on   •  Measure   •  Nurture   Referral   •  Propensity   •  Incen,ve   •  Ac,ve   •  Passive   •  Other  sectors   Repeat  Business   •  Capability   •  Propensity   •  +  services?   Warm   Inexpensive   Less  Compe,,ve   Don’t  start  here!   Start  here!