1. Setting customer expectations as a key to customer satisfaction Robert Dauter Sr. Manager European Support, Central Europe

2. Introduction  SCP Results  Support in different geographies  Survey results  SCP Achievements  Achievements  Cognos Global Customer Support

3. Agenda  Expectations  Tools  Support  Service  Sales

4. Expectations Definitions:  1. belief about (or mental picture of) the future  2. the sum of the values of a random variable divided by the number of values  3. the feeling that something is about to happen  4. wishing with confidence of fulfillment  Bezeichnung für die gedankliche Vorwegnahme und gleichzeitige Vergegenwärtigung eines kommenden Ereignisses  To think or believe something will happen

5. Expectations  Product related  Features  Enhancement  3rd Party  Unsupported Environments  Unsupported Products  Product Quality  Support related  Support Contract  Support Program  SLA  Organization  Skills Example: Transactional Survey Results rated as unsatisfied : 55% Expectations 33% Product 22% Support 25% Others 20% Support performance

6. Affecting Customer Expectations Customers Expectations SalesSupport Material / Publications Pre- / Post- Sales ExperienceSkills

7. Experience  Geographic  Culture / Mentality  Vendors and Support Models  Products  Customer Positioning

8. Tools  Publications / Material Support Guide, E-Mail Signature, Newsletter, Collaterals, Welcome Packages, etc. …  Web Appearance  Web Contents  Events User Conference, Roundtables etc.

9. Support / New Hire and Training  All activities are based on area, market place, case complexity, customer profile, volume planning.  Recruitment  New Hire Training  Customer Support Orientation  Buddy System  Handbook  Policy’s and Procedures  Analyst Certification  Soft skills training  Technical Sales Service

10. Support Organization  Global Organization  Share best Practice  Same level of support and answers everywhere  Clearly define Goals and Targets  Call Back Model vs. IVR

11. Pre- / Post-Sales  New Hire Training  Service in Support  Technical Sales Service  Meetings  Support Info Letters and Alerts  Talk, Talk, Talk

12. Sales A Customer support analyst are not sales representatives. The sales rep. is the owner of the account. They should be able to do a better job in set expectation, because it is a part of their business.  Sales Management commit  New Hire training  Sales meeting  Direct Communication  Feedback to the team  Identification  Motivation  Addressing new customers

13. Questions ?