Michael Bielemowicz

A formal customer care program can produce substantial revenue gains. Glory Global has designed an engagement program with a specific, detailed set of requirements for customer interaction outside of the renewal cycle. In this session, Mike Bielemowicz discusses keys to success including:
• Identifying which customers you must retain based on profitability, market leadership, etc

• Creating action plans for each customer to determine how often to reach out and through which method (phone call, in-person visit)
• Assigning an employee to handle customer care interactions based upon who has the best relationship with customer (field technician, salesperson, dispatcher, etc) and ensuring these communications are purely customer service related and not sales calls

Global service operations present challenges that domestic service businesses do not face. Our panelists will discuss how best to prepare for international operations including:

• Training your workforce on cultural differences
• Navigating employment and tax laws to ensure compliance
• Establishing a robust logistics network to mitigate shipping challenges across borders