Core CompetenciesCLIENT FOCUS

What are the Implementation Core Competencies?

Client FocusResults Focus

Teamwork & CollaborationCommunication and Influencing

Where do you fall within each competency?

Foundation Basic Knowledge and Understanding of Activities

Intermediate Builds on Foundation and Works towards Advanced Strategy

Advanced Displays a more Complex Understanding and Strategy of Expectation

How do we strive to be effective in Focusing on

the Client?

N.B.A. APPROACH

Uses basic information about the customer to anticipate needs and

increase satisfaction

FOUNDATION

“

”

You’ve got to start with the CUSTOMER EXPERIENCE and work back toward the technology.

STEVE JOBS

Puts the customer first and works with others to ensure the delivery of the project timeline.

Makes the customer feel important by focusing on what they are saying by using the Customer Language.SUPERB TEAMMATE STORY from MATT COX

“

”Your most unhappy customers are your greatest source of LEARNING.

BILL GATES

Asks customer feedback and builds this into how they work with the customer in the future – lessons learned.

INTERMEDIATE

Managing Expectations

Managing Expectations…

1. Be Honest2. Under Promise, Over Deliver3. Anticipate Needs4. Constant Communication5. Reports

Reviews and identifies new processes that will enhance or deliver excellence

“Perseverance is the act of true role models and heroes.” Liza M. Wiemer

Advanced

Balances the long term requirements of Dealertrack with the needs of the customer.SUPERB TEAMMATE STORY from MICHELLE BATTERSON

Consistently looks for ways of working to improve customer satisfaction utilizing

Dealertrack capability.

Why do you think it is important to recognize where you fall along the spectrum and why is client focus even that important for someone

who does not customers directly or handle onboarding?

Ways we can change or ways in which we continue to do as a team and individuals to ensure we are focusing on the client similar to MorningStar; even when we are busy, engaged or

dealing with less than involved client.

Engage Customers We actively engage customers in the design of products and services

Deep Understanding of Customers We develop a deep understanding of customers and their unique needs

Evaluate the Customer Experience We critically evaluate the customer experience and seek to improve in areas that are important

to the customer

Customer Feedback We proactively seek customer feedback and share it with our people

What are some examples that you have to share that can help us

improve client focus?

Client Focus Risks and How to Avoid Them

Ways to Cut Risks

Embed our services as something that is needed… Diversity within a customer as soon as possible… Sharing client information in real time… Understanding your potential customer and their industry…

What are some additional risks that you think do or could arise from too much or not enough client focus?

How can these be avoided before they

happen or how can one diffuse once it does?

Client Focus

How we are to strive to be effective in

Focusing on the client.

Ways we can change or continue to do as a team and individuals to ensure we are focusing on the client; even when we are busy, unengaged or dealing with a client that is not involved.

Awareness and Embracing Possible

Risks.

QUESTIONS?

THANK YOU!