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Client & Marketing Services: MISSION CONTROL

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Dexter Solutions

on 18 January 2016

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Transcript of Client & Marketing Services: MISSION CONTROL














































































Client & Marketing
Services:

What does this mean for 2016?
One Team... One Approach...
DELIVERING... One Step Ahead
The
Hub of Client Information
Management
of clients and their projects from take off to landing
Consistency
– across teams, client experience, project performance
Catalyst for
growth
and expansion
REPORTING
HUB OF CLIENT INFORMATION
PERFORMANCE
MEETING SLAs,
DELIVERING "ONE STEP AHEAD"
GROWTH
BUILD AWARENESS & INCREMENTAL BUSINESS
GOAL:
Develop and implement a consistent plan for Client & Marketing Services Reporting by the end of Q2. This would include internal activity reports, client facing reports and updates, and consistent tracking of goal progress across groups.
INTERNAL REPORTING
Each team reports on their performance on a weekly or monthly basis to provide true transparency across the CMS Team and the organization.
Report on and review client activity to spot trends in their early stages.
CMS Incident Tracker details around poor or reported poor services moving swiftly to action to correct course.
CLIENT FACING REPORTING
Develop consistent structure for monthly or quarterly account reports and their distribution.
Create standard approach for business reviews including KPIs to track and report, presentation format and overall process.
GOAL TACKLING
& TRACKING
Develop standard approach for tackling goals including process and project management, teamwork, meeting and reporting.
Create standard scoreboards in each department that show team progress for their owned goal.
COST
REDUCTION
25% reduction of credits and spoilage YOY through implementation of systems, development of QA team and implementation of root cause analysis process.
Fewer credits
Lower cost to serve Hermitage
Reduce overtime
40 DSO
ENHANCED
CALL CENTER PERFORMANCE
MONARCH IMPLEMENTATION SUPPORT
Align with IT plan for implementation, balancing CMS needs with implementation activity. Assign team lead to ensure all CMS and IT needs are met.
Ensure all team members are trained appropriately and ready for launch.
TALENT RETENTION & CULTIVATION
Define a plan to retain and consistently develop talent. This should include:
Motivation
Growth opportunities
Developing an A-player culture
GOAL:
Develop and implement a plan for cost reduction that delivers in three areas by end of year:
25% reduction of credits and spoilage YOY through implementation of systems, development of QA team and implementation of root cause analysis process.
X% reduction in cost to serve Hermitage Art program.
Track and document improved performance and efficiency within each CMS team, and reduce overtime.

GOAL:
Accomplish 40 DSO target, through automation and implementation of online payment portals for all verticals and client brands. Consolidation of statement/invoice details for monthly distribution and accurate application of payments in coordination with our Finance team.

GOAL:
Enhanced Call Center performance stats and launch additional services. Reduce average call answer time to 30 seconds and email response time to 24 hours. Implement new property opening model aross key brands.

INSIDE SALES
Develop inside sales strategy including lead generation approach.
Develop strategy specific to F&B growth.
Create standard reporting on lead generation and sales activity.
GOAL:
Achieve $400K in Inside Sales effort through Pathfinder, Rhino, F&B and Subshop efforts as well as traditional sales methods of our core portfolio items.

IMPLEMENT PR
& SOCIAL CONTENT PLAN
GOAL:
Implement our first true PR, Content, Web and Social Media Plan for Dexter Solutions and A S Hospitality brands.

ACCOUNT EXPANSION
Greater presence at selected clients, generating more awareness and incremental business.
Develop marketing plan within existing brand programs that delivers greater program participation.
Devote specific focus in increasing participation within management groups.
AM ACCOUNTS GROWTH
Increase Account Managed Account sales through outbound sales and marketing efforts as well as inactive account engagement and management group penetration.
GOAL:
Generate growth within existing accounts through greater presence at key accounts, increased outbound calling, and development and implementation of a Sales & Marketing strategy that will deliver the following:
New Property Opening efforts Target revenue $275K
Increase participation with Management Groups Target revenue $200K
Merchandising Sale Target revenue $120K
Inactive and existing Account growth $420K (60K per AM)
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