At Exponential-e we treat each customer relationship as a partnership. This is demonstrated right from the outset in the way we manage a project through to the way the project goes live and again in our approach to Account Development. Our Account Development Programme has been created to support our ‘Customer Served 1st’ Philosophy.
Our ‘Customer Served 1st’ Philosophy is built around three core elements:
Customer Centricity
Our focus is on our customers’ needs and objectives. Our key aim is to assist our customers in meeting their business objectives and targets, while overcoming the difficulties and obstacles they face. We actively seek feedback on our systems and processes to fuel our practice of continuous improvement of our services. As well as working in close partnership with customers, we have introduced a number of programmes including customer satisfaction surveys and customer focus groups as part of our on-going commitment to listening to our customers, understanding their needs and providing solutions to meet those needs.
Service Delivery
We continually strive to provide a superior standard of service through working in partnership with each customer, tailoring our solutions and delivery of solutions to fit their exact requirements. Our Service Management team has been created to provide additional support for our customers. Our service quality and customer support are areas that our customers pride us in and we will endeavour to ensure this level of quality continues and we provide our customers with a best-in-class quality of experience and support.
Accountability
We are always accountable to our customers and adopt a policy of transparency of reporting such that the customer is kept informed of all salient developments relating to their service. We have introduced a Service Management team as part of our Account Development Programme to aid in facilitating this.
We understand the importance of the services we provide to your business and thus we aim to be your strategic partner and not just a supplier. A key tool that we use in Account Management is the Account Development Plan (ADP). The goal of the Account Development Plan is to delineate our customers’ future plans and objectives so that we can align ourselves to help them achieve these. In the plan, an Account Manager along with you, the customer, will:
- Detail your key business challenges and projects for the coming year.
- Summarise the services being provided by Exponential-e as well as key personnel involved with the account.
- Determine your current level of satisfaction.
- Develop a plan to maximise satisfaction levels and meet your business challenges thus building on your strategic partnership with Exponential-e.
