ai 1st cx solves: we do not know ish about customers

1For more information contact mrh@clientxclient.com 908.350.3012 Copyright Client X Client www.clientxclient.com.

We Don’t

Know Sh**

About Customers!

This should

always be our

2nd slide

2For more information contact mrh@clientxclient.com 908.350.3012 Copyright Client X Client www.clientxclient.com.

3For more information contact mrh@clientxclient.com 908.350.3012 Copyright Client X Client www.clientxclient.com.

© 2002. All rights reserved. ClientXClient Inc.Get Customer Worthy

@ Amazon.com

(c) All rights reserved. Property of Michael R Hoffman & ClientxClient mrh@clientxclient.com 908.542.1134

© 2002. All rights reserved. ClientXClient Inc.Get Customer Worthy

@ Amazon.com

(c) All rights reserved. Property of Michael R Hoffman & ClientxClient mrh@clientxclient.com 908.542.1134

6For more information contact mrh@clientxclient.com 908.350.3012 Copyright Client X Client www.clientxclient.com.

© 2002. All rights reserved. ClientXClient Inc.Get Customer Worthy

@ Amazon.com

(c) All rights reserved. Property of Michael R Hoffman & ClientxClient mrh@clientxclient.com 908.542.1134

8For more information contact mrh@clientxclient.com 908.350.3012 Copyright Client X Client www.clientxclient.com.

9For more information contact mrh@clientxclient.com 908.350.3012 Copyright Client X Client www.clientxclient.com.

DISCOVER

10For more information contact mrh@clientxclient.com 908.350.3012 Copyright Client X Client www.clientxclient.com.

CxC MatrixDepartment Responsibility & AccountabilityMetrics & KPIs

1. A

waren

ess

2. In

form

ation

3. Id

entificatio

n

4. Selectio

n

5. N

ego

tiation

6. C

on

tract

7. Lo

gistics

8. D

elivery

9. A

cceptan

ce

10

.$ C

ollectio

n

11

. Use

12

. Care &

Sup

po

rt

13

. Rep

air

14

. Disp

ose

15

. Co

mm

un

ity

Geography | | | | | | | | | | | | | | |

Digital | | | | | | | | | | | | | | |

Location | | | | | | | | | | | | | | |

3rd Party | | | | | | | | | | | | | | |

One-On-One | | | | | | | | | | | | | | |

Community | | | | | | | | | | | | | | |

Marketing

Advertising

Promotion

Communications

Product Management

Distribution

Operations

Sales

Operations

Delivery

Retail

Distribution

E-Biz

Communications

Sales

Third Parties

Finance

Product Management

Retail Operations

Re-Seller Management

Sales

Customer

Support

Operations

Sales

For more information contact mrh@clientxclient.com 908.350.3012 Copyright Client X Client www.clientxclient.com.

CXC CUSTOMER

EXPERIENCE MATRIX

CONNECTS EVERY

DEPARTMENT FOR

OPTIMAL CUSTOMER

EXPERIENCE

12For more information contact mrh@clientxclient.com 908.350.3012 Copyright Client X Client www.clientxclient.com.

CHOREOGRAPH EVERY

INTERACTION FOR

EACH CUSTOMER…

EASIER, CHEAPER,

DELIVERED SOONER

THAN YOU THINK

AI 1st Cx Workbook@Amazon by ClientXClient

Optimize Customer Value

• Framework

• Methods

• Department by Department

• Metrics

• Technology

For more information contact mrh@clientxclient.com 908.350.3012 Copyright Client X Client www.clientxclient.com.

(c) All rights reserved. Property of Michael R Hoffman & ClientxClient mr.mhoffman@gmail.com 908.542.1134

AI 1st Cx Algorithm Orchestrates Every Interaction

Overview

Understand the value and potential of each

customer, in order to monetize, prioritize and

optimize customer relationships

Connect company goals to customer

performance for unprecedented competitive

advantage and unmatched planning, execution

and forecasting

Enable every decision-maker to make better,

more profitable decisions

Deliver satisfying, differentiating, profitable

experiences to each customer

Expertise:

Customer Value Optimization

Business Intelligence

Customer Experience Management

Marketing Technologies

CRM

Sales

Customer Operations

Segmentation

Database Marketing

Customer Profitability

eMarketing

Measurement Systems

For more information contact mrh@clientxclient.com 908.350.3012 Copyright Client X Client www.clientxclient.com.

AI 1st Cx Services

Michael R Hoffman

Contact: Michael R. Hoffman, mrh@customerworthy.com 908.350-3012

Thank You

For more information contact mrh@clientxclient.com 908.350.3012 Copyright Client X Client www.clientxclient.com.

WA

RN

ING

!

This

is d

ifficult,

so I

wro

te t

his

for

you