1. Customer Engagement: Imperatives
COMPANY CONFIDENTIAL
Customer Engagement: Imperatives
Customer Service
Indispensable
Cost Removal
Grow Customers’ Business
Generate end-user opportunities for our customers by leveraging Avnet’s intellectual property in high-value solution areas.
80% of our
Customers
“Truly Loyal”
Revolutionize customer service globally to achieve consistent excellence.
# of Partners
in Virtual
Community
Participation
Become indispensable in the technology supply chain through the development of virtual communities.
# of Partners
Leveraging
Practices
Rev Growth >
Market Growth
Take cost (time and resources) out of customers’ businesses thru process enhancements and the integration of back-office IT systems.
FY09 TS Tactical Summit

2. Customer Engagement Workshop
Charlie Tombazian
VP, Voice of the Customer Office

3. Customer Engagement Vision
Customer Engagement Strategy
And Business Alignment
Systemic Resolution
Of Common Problems
Triage &
Reporting
FY09 TS Tactical Summit

4. TSA Customer Engagement Highlights FY08
Customer Loyalty Process Improvements and Results
72% / 60% more respondents / accounts in FY08
Consistent improvement in Truly Loyal % Q2-Q4
Hot Alert Process became “closed loop”
Hassle Free Program
Returns Empowerment (new policy, process and training)
Delivery Notification (auto-notification of sales person when ship commit date changes)
VOC Program Office Launched Nov 2007
Central team for gathering, analyzing, and responding to customer input
Customer Advisory Councils
Fully engaging 125 customer representatives 2-4 times per year
Cataloging for best practices leverage
FY09 TS Tactical Summit

5. TSA Customer Engagement For FY09
Customer Loyalty Process Improvements
Weighting by Respondent Job Function
Top Two Box and Leader vs. Laggard Metrics become top KPMs
Hot Alert Process Tracking Improved through PIR Tool Leverage
Hassle Free Program Continued
Phone System and Process Improvements to increase Availability and Responsiveness of Inside Sales Reps
World Class Customer Service Training to be rolled out to all employees in Region
Customer Segmentation Transforms Business Model
Treating all customers fairly, but differently leads to better meeting customer needs, allocating resources, prioritizing work, and setting proper service levels
Customer Advisory Councils Break Down Silos
Move to one TSA Operations Advisory Council with supplier breakouts
FY09 TS Tactical Summit

6. The Transformative Work To Be Done
Developing and prioritizing tactics aimed at changing the way we currently design, deliver and measure customer solutions. 
FY09 TS Tactical Summit

7. Customer Engagement: SPACE
Simplify—  Reduce the complexity and you add significant value
Push— Being proactive adds significant value because customers don’t waste time trying to figure out what and how to ask for things
Accelerate— Decide, inform, respond, solve much faster than you currently do.  Speed saves money as long as effectiveness is there as well
Connect— Connect customers with opportunities, information, and other partners, suppliers, and vendors in as efficient a manner as possible 
Educate— Continually educate customers on Avnet’s offerings and Supplier programs and policies. Customers want to benefit from our knowledge and experience in customer service, sales, finance, and operational excellence in addition to technical/product
FY09 TS Tactical Summit