Is Employee Engagement Key to Customer Success

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Engaging for Success – Is Employee Engagement Key to Customer Success? Moderated by Omid Razavi Panelists: Celia Gouveia and Toolika Kapur

Transcript of Is Employee Engagement Key to Customer Success

Page 1: Is Employee Engagement Key to Customer Success

Engaging for Success –

Is Employee Engagement Key to Customer Success?

Moderated by Omid RazaviPanelists: Celia Gouveia and Toolika Kapur

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The Panel

Omid  Razavi,  Ph.D.  PresidentCS  Solutions

Toolika  KapurVP,  Customer  Value  &  AdoptionSAP

Celia  GouveiaDirector,  Customer  SuccessGlint

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Employee Engagement Path to Profit and Growth

EmployeeEngagement

CustomerExperience

EmployeeRetention

CustomerSatisfaction

CustomerLoyalty

Employee Productivity

Growth

Profit

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Question 1

• What is employee engagement and why is it important?

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Question 2

What are the Employee Engagement metrics and How to Measure Them?

• E-NPS• Recognitions• Referrals• Training & Development

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Customers  with  high  levels  of  worker  engagement  enjoy  22%  higher  customer  satisfaction.    

– Hay  Group  Study

Question 3

What are the unique enablers of CSM engagement?

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Question 4

How to get feedback, motivate and reward your star players and teams?

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Q&A


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