Business At Risk/Customer Retention

1
Business At Risk/Customer Retention

• Area 3 Vice President Albert Burba
• District Sales Manager - Josh Beyerlein

2
Preview

• Proper New Account Implementation
• Standard Business Reviews
• Entertainment
• Exit Interview Process Do we truly know why
  accounts leave DHL?

3
Proper Account Setup

• New Customer Activation setup spreadsheet Do we
  need to reintroduce this tool?
• New Customer Activation\New Customer Activation -
  SAMPLE.xls
• Do we have the right number of contacts at
  accounts?
• Do we have 4 by 4 relationships?
• C-Level Contact, Operations Contact, Customer
  Service Contact, and an Accounts Payable Contact
• Joint calls with operations Make sure your
  large closes have an operations contact not just
  a name and a number but someone they have met

4
Proper New Account Setup Support

• How Closely do we follow best Practices and can
  we improve on them?
• Do we meet with the accounts payable department
  when they receive the first bill to make sure
  everything is correct
• Do we present service and cost savings reports
  quarterly?
• Easy resolution process We can not wait two
  weeks for the normal process to take place with
  new accounts
• Cindy Bartlett team in sales express that can
  give quicker resolution
• Account start up - 90 Days of Key Account or
  local customer service agent support
• Empowerment of the front line employees to fix
  issues
• Ability to write off 100 for AE 500 for DSM

5
New Account Activation value proposition

• Are we presenting the correct value to customers
• We are selling on price to often!
• How often do we keep accounts when we only sell
  on price?
• We need to make ourselves irreplaceable at
  accounts!
• Suggestions
• Design a more detailed profile guide so that our
  AEs are asking the right questions to make sure
  we are selling to the right customer
• Reintroduce the new customer activation
  spreadsheet
• Add best practices document for Area 3 startups
• Include if this than do this document for issues.

6
Standard Business Review

• Standard business reviews
• What size accounts?
• Who should we be presenting to?
• Survey covering the top touch points for
  customers
• Accounts payable
• Operations
• Pricing
• Automation
• Account Representative/Account Executive
• Cost savings needs to be added as a part of this
  process

7
Entertainment

• Are we Entertaining enough?
• Discuss RPS model
• Do we want to add an entertaining KPI?
• Large entertainment with new win over 10K or 20K
• Do we have the budget?

8
Exit Interview Process (Pablo Ciano)/Ricci Donati

• Do we know why accounts are leaving?
• Billing
• Price
• Service
• Possibilities
• 1.) Sit down interview
• 2.) Phone interview
• 3.) Zoomerang survey
• What revenue size do we want to collect this data
  on? ( 10K)
• Who should perform the exit interview?
• Retention team/ Marketing/ RSD
• This also will give us one more chance to save
  the account.

9
CAR Program (Customer At Risk Program)

• We get data to slowly to react to a customer
  leaving.
• Proposal to have drivers fill out a slip to give
  to sales
• Will the drivers fill it out?
• We need to follow up with the driver after he/she
  gives us this information.

10
Moving Forward

• Area 3 Best Practices conference call
• 1.) Reintroduce best practices on account setup
  and implementation
• 2.) Revise new account activation best practices
  document
• 3.) Easy Resolution Team (Cindy Bartlett)
• 4.) Launch standard business review process and
  best practices report process
• Add cost analysis tool to the SBR process (Scot
  Goodwin)
• 5.) Entertainment?
• 6.) Customer at Risk driver sheets (CAR program)-
  James Hyatt and Scott Turney
• 7.) Develop an exit interview strategy or
  template (Pablo Ciano/Ricci Donati)

11

• Any other thoughts or ideas?