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  • Customer Life Cycle Management

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    Venkatesh
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    The document outlines a customer life cycle management structure and timeline. It includes a hierarchy for customer/account managers, support teams, and tasks to be completed. The key tasks are to discuss a framework with Rinoo, build an internal team, develop a plan for phase 1 to handle service delivery and escalations including training by early March, and develop a plan for phase 2 integrating chatbots and other tools by mid-March.

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    The document outlines a customer life cycle management structure and timeline. It includes a hierarchy for customer/account managers, support teams, and tasks to be completed. The key tasks are to discuss a framework with Rinoo, build an internal team, develop a plan for phase 1 to handle service delivery and escalations including training by early March, and develop a plan for phase 2 integrating chatbots and other tools by mid-March.

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    © All Rights Reserved
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    Download as pptx, pdf, or txt
    22 views4 pages

    Customer Life Cycle Management

    Uploaded by

    Venkatesh
    The document outlines a customer life cycle management structure and timeline. It includes a hierarchy for customer/account managers, support teams, and tasks to be completed. The key tasks are to discuss a framework with Rinoo, build an internal team, develop a plan for phase 1 to handle service delivery and escalations including training by early March, and develop a plan for phase 2 integrating chatbots and other tools by mid-March.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
    of 4

    Customer Life Cycle Management

    Customer
    Whatspp, Missed
    Calls

    Management Account
    Team Managers
    ( Over view of ( Primary agents
    Customer and who will work on
    Team) TAT)
    Unit Manager + Staff
    (Projects to be
    created organized
    under Customers)

    POP +WorQ Support Teams


    Onboarding and ( HR, Billing,
    attendance Compliance who
    status will work on TAT)

    Evolution
    ( Primary Data
    repository )
    Customer/ Account Manager hierarchy for Service Delivery, Operations and Escalations

    Customer
    Zonal/Regional Head

    Customer Location
    Supervisor

    Account Managers
    Customer/ Terrier CLM

    Terrier Unit Head

    Terrier Zonal/
    Regional Head
    Support teams: Primary interface is Evolution
    • Sales and Commercial Teams • Unit Head
    • Branch and Zonal
    Managers
    • Central Payroll Team

    Onboarding
    Procurement,
    Attendance
    Customer
    Onboarding on Payroll all done
    Evolution through
    Evolution

    Invoicing,
    Collections and
    Order
    Management Compliance
    Done through
    Evolution
    • Central teams • Branch and Zonal
    • Account Managers Managers
    • Central Compliance
    Team
    CLM Tasks and Timelines
    Meet with Rinoo this week to discuss a broad framework and get a fix on commercials and timelines

    Build an internal team who will work along with development team to frame structures, workflows as well
    as test prototypes

    Build out plan for Phase 1 which will handle service delivery, customer as well as associate escalations,
    including a basic knowledge management and training platform for account managers by March 1st week

    Build out plan for Phase 2 which will handle integrations with our tools, including Chat bot integration in
    Evolution and WorQ in the second week of March

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