© 2004 IBM Corporation Club Iris | 19/02/2004 | Confidential 1 LEcoute Clients B2B B2C Lexemple dIBM Lexemple de Danone A lécoute de lentreprise A lécoute du consommateur

© 2004 IBM Corporation Club Iris | 19/02/2004 | Confidential 2 jjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjj Quest-ce que lEcoute Clients ? hhhhhhhhhhhhhhhh LEcoute quoi ? hhhhhhhhhhhhhhhh Téléphoner une fois par an à un client pris au hasard jjjjjjjjjjjjjjjjjjjjjj jjjjjjjjjjjjjjjjjjjjjjjjj Un dispositif complet pour capter le maximum de feedback des clients Faire semblant de sintéresser aux problèmes du client

© 2004 IBM Corporation Club Iris | 19/02/2004 | Confidential 3 LEcoute au cœur de la stratégie Objectif daccroître: 1.La satisfaction de nos clients… 2.… pour gagner des parts de marché… 3.… et améliorer la rentabilité

© 2004 IBM Corporation Club Iris | 19/02/2004 | Confidential 4 Ecouter le client : le Customer Relationship Management Customer Comprendre le client Compétence Engagements Faciliter les affaires Coût / Prix Accès facile / Réactivité Communication

© 2004 IBM Corporation Club Iris | 19/02/2004 | Confidential 5 Trois canaux découte du client Le Relationship Manager LOpportunity Owner Le Resolution Owner Entretien Set / Met Conditions of Satisfaction

© 2004 IBM Corporation Club Iris | 19/02/2004 | Confidential 6 West Region Quality & Customer Satisfaction and Operations Control F DAUT Quality Council Customer Satisfaction Single Point of Contact (SPOC ) Complaints Handling Operations Control Quality & Customer Satisfaction Programs Customer Satisfaction & Quality and Operations Control West Region

© 2004 IBM Corporation Club Iris | 19/02/2004 | Confidential 7 Liste des enquêtes IBM Client Experience Survey Post Complaint Satisfaction Survey Business Partner Satisfaction Survey HW&SW measurement and diagnostic Call Center Survey Global Services Survey (TRC call) OEM Survey Les trois principales

© 2004 IBM Corporation Club Iris | 19/02/2004 | Confidential 8 Le NSI et le PCE Clients Overall Satisfaction 75% (example) (Example)

© 2004 IBM Corporation Club Iris | 19/02/2004 | Confidential 9

© 2004 IBM Corporation Club Iris | 19/02/2004 | Confidential 10 Politique damélioration continue