On April 13, 2022, the Information Center and Human Resources Center held a "customer-centric" webinar, which was attended by a total of 13 people.
Wu Xiaoli from the Human Resource Center presided over the seminar, and the seminar focused on the following five parts:
1. The learning experience of "customer-centric" learning package;
2. "Who are our customers";
3. "What is customer-centric";
4. "Customer-centric" case study;
5. Revision of "customer-centric" performance indicators;
- Part 1: "Customer-Centric" Learning Experience
First of all, the participants expressed their learning experience on the "customer-centric" learning package.
Information Center Wang Hui, "customer-centric" is a win-win situation between the company and customers.
Taking customers as the center and serving customers, we must first win the trust of external customers, and achieve our customers and the company as well as ourselves. Secondly, we must regularly reflect on our own shortcomings in our work, be guided by the needs of customers, continue to innovate, and win-win for customers and us is perfect.
Yu Wanying, Human Resource Center, the survival of an enterprise is not to maximize shareholders and employees' interests, but to maximize customer value. "Customer-centric" means good quality, good service, and low prices.
The company's money is given by customers. For functional departments, external customers are also the most important customers. Therefore, when internal and external conflicts arise, we must take external customers as the first priority. Products with good quality, good service and low price are the simple needs of customers; when raw materials and freight increase, in addition to price increases, we should consider providing products with lower cost, better quality and better service from the perspective of customers. , This is the way for enterprises to enhance their core competitiveness and to be customer-centric.
Wu Baiying of the information center, "customer-centric" is to resonate with customers, achieve customers, and be able to "make small money".
Everything is "customer-centric", that is, we need to know what the real needs of customers are. Sometimes the needs described by customers may be appearances. We need to dig deep into the real needs of customers, and customers will resonate with us. When we serve customers, if we can improve the competitiveness of customers, we will be truly recognized by customers. Another is to make a little money, don’t catch a fat sheep when you catch a customer, buy and sell with a hammer, and it’s over; instead, you can accurately locate customers, bind customers strategically, and establish long-term win-win with customers. go further.
- Part II: Who are our customers
Zhang Haitao, the information center, is currently serving customers.Those who have demand are all customers, including direct customers and indirect customers. External customers are indirect customers, and the service objects contacted are direct customers.
Information Center Zhu Shaozhong, customers are those who need and rely on your products and services, including external customers and internal customers.The business department needs the products or services of the information center and is our customer. External customers who purchase our company's products are also customers of the information center. In the process of making systems or services, external customers will be involved, and we must consider how to make it easier for customers to obtain our services.
Zhu Wei from the Human Resource Center, external customers are not only customers of the sales center, but also customers of various departments within the company.External customers are the foundation of an enterprise's survival. For a long time, the business unit has directly faced external customers, so it is understandable that the external customers are the customers of the combat department. The daily work of our functional departments faces business departments, that is, internal customers. "Customer-centric" is to put the customer in the center of the circle, and the sales and functional departments around the outside. Everyone's work should focus on the center of the circle, that is, everyone's eyes are looking at the needs of customers, around the needs of customers, and Not relying on sales to pull the entire department. Of course, we need to improve the work process and improve efficiency through the needs of customers for business.
A functional customer can also be an organization.Usually, functional departments regard the business as a customer, and only meet the requirements of the department for the functional department, ignoring whether they should look a little higher and consider the impact of everything they do, whether it has an impact on the entire organization. , is the effect beneficial?
- Part 3: What is "Customer Centricity"
Information Center Wang Hui, "customer-centric" requires us to optimize customer experience and serve customers more efficiently.职
The energy department serves the business department, serves each combat partner, and indirectly serves external customers. Customer-centric regardless of customer size. Customer-centricity requires us to be able to adapt our products and services to the needs of our customers as the market changes. A friendlier user experience, better communication channels, smoother information flow, more efficient and quicker to meet work needs.
Song Jia of the Human Resource Center, "customer-centric" is to provide forecasting and analytical services based on customer needs and long-term planning. According to the needs of customers, the actual needs can actually meet or even prospectively meet and exceed the needs of customers.
- Part 4: The Case for "Customer Centricity"
In the case of "customer-centered", the information center selects "electronic seal project online", and the human resources center selects "HRBP service department requirements", and discusses and summarizes the following four aspects:
- What problems does the case reflect?
What aspects have achieved "customer-centric"? What aspects have not been done?
What is the root cause of not doing it?
If you do it again, what standard to do it and how to do it?
Zhu Wei, Human Resource Center, "customer-centric" is to find out what customers really need.Sometimes functions do their best and do their best to meet demand, but customers are not satisfied. The functional department strives to meet all the needs of the business department, but it does not meet the company's budget, and the company's performance is not completed. At this time, it is necessary to break through the limitations of departments and positions, and think more deeply about what the real needs of customers are. Sometimes it is even necessary to consider whether to move the service end forward to ensure that the goals expected by customers are achieved.
Zhu Shaozhong, Information Center, "Customer-centric" Satisfying customers is not doing what they think is right, but doing what customers really want.For functional departments, it is often encountered that they do their best, but the customer is still not satisfied. How should I do it? "Customer-centric" is to do what the customer really wants to do, or let the customer understand his needs through his own ability. When understanding customer needs, we need to listen more, communicate more, and understand what our customers really need to do, not push.
- Part 5: The Five Parts of “Customer-Centric” Performance Metrics
In addition to discussing the definitions of "customer" and "customer-centric", this seminar also refined and clarified the specific performance index evaluation criteria. Based on the previous discussions, further revisions were made to the "customer-centric" performance indicators.
1. Grasp the nature of customer needs, be able to proactively provide solutions to customers, gain insight into the core of customer needs, and proactively provide products and services that exceed customer expectations;
2. Strive to pursue long-term win-win with customers and interlock strategic development.
1. Actively engage with customers to protect a deep understanding of customers;
2. Provide services and products that exceed user expectations, solve customers' pain points and difficulties, and surprise customers.
1. Do not shirk the blame when encountering problems, take ownership of customer problems, actively solve or convey information in a timely manner;
2. Take the initiative to think about problems from the perspective of customers, and pay attention to listening to customers' needs.
1. Respond to customer needs in a timely manner and maintain basic and stable communication;
2. Respect customers, do not conflict with customers, and maintain a positive image of BLG.
1. No feedback on customer needs; do things that have no value with customers;
2. Disrespecting customers, having conflicts with customers, and being repeatedly complained by customers for personal reasons and not changing after repeated teachings, etc.
So far, the seminar has come to an end. It is believed that through this "customer-centered" seminar, the Human Resources & Information Center will have a more in-depth thinking and understanding of "customer-centered", which will also be applied to daily work. (Contributed by Yu Wanying, Human Resources Center)
(The picture below is a photo of the participants)