Business At Risk/Customer Retention

1. Business At Risk/Customer Retention Area 3 Vice President – Albert Burba District Sales Manager - Josh Beyerlein

2. Preview • Proper New Account Implementation • Standard Business Reviews • Entertainment • Exit Interview Process – Do we truly know why accounts leave DHL?

3. Proper Account Setup • New Customer Activation setup spreadsheet – Do we need to reintroduce this tool? • New Customer Activation\New Customer Activation - SAMPLE.xls • Do we have the right number of contacts at accounts? • Do we have 4 by 4 relationships? • C-Level Contact, Operations Contact, Customer Service Contact, and an Accounts Payable Contact • Joint calls with operations – Make sure your large closes have an operations contact not just a name and a number but someone they have met

4. Proper New Account Setup Support • How Closely do we follow best Practices and can we improve on them? • Do we meet with the accounts payable department when they receive the first bill to make sure everything is correct • Do we present service and cost savings reports quarterly? • Easy resolution process – We can not wait two weeks for the normal process to take place with new accounts • Cindy Bartlett – team in sales express that can give quicker resolution • Account start up - 90 Days of Key Account or local customer service agent support • Empowerment of the front line employees to fix issues • Ability to write off $100 for AE $500 for DSM

5. New Account Activation value proposition • Are we presenting the correct value to customers • We are selling on price to often! • How often do we keep accounts when we only sell on price? • We need to make ourselves irreplaceable at accounts! • Suggestions: • Design a more detailed profile guide so that our AE’s are asking the right questions to make sure we are selling to the right customer • Reintroduce the new customer activation spreadsheet • Add best practices document for Area 3 startups • Include if this than do this document for issues.

6. Standard Business Review • Standard business reviews • What size accounts? • Who should we be presenting to? • Survey covering the top touch points for customers • Accounts payable • Operations • Pricing • Automation • Account Representative/Account Executive • Cost savings needs to be added as a part of this process

7. Entertainment • Are we Entertaining enough? • Discuss RPS model • Do we want to add an entertaining KPI? • Large entertainment with new win over 10K or 20K • Do we have the budget?

8. Exit Interview Process (Pablo Ciano)/Ricci Donati • Do we know why accounts are leaving? • Billing • Price • Service • Possibilities – • 1.) Sit down interview • 2.) Phone interview • 3.) Zoomerang survey • What revenue size do we want to collect this data on? ( 10K) • Who should perform the exit interview? • Retention team/ Marketing/ RSD • This also will give us one more chance to save the account.

9. CAR Program (Customer At Risk Program) • We get data to slowly to react to a customer leaving. • Proposal to have drivers fill out a slip to give to sales • Will the drivers fill it out? • We need to follow up with the driver after he/she gives us this information.

10. Moving Forward • Area 3 Best Practices conference call • 1.) Reintroduce best practices on account setup and implementation • 2.) Revise new account activation best practices document • 3.) Easy Resolution Team (Cindy Bartlett) • 4.) Launch standard business review process and best practices report process • Add cost analysis tool to the SBR process (Scot Goodwin) • 5.) Entertainment? • 6.) Customer at Risk driver sheets (CAR program)- James Hyatt and Scott Turney • 7.) Develop an exit interview strategy or template (Pablo Ciano/Ricci Donati)

11. Any other thoughts or ideas?