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Customer Engagement: Imperatives

Grow Customers’ Business. Customer Service. Indispensable. Cost Removal. COMPANY CONFIDENTIAL. Customer Engagement: Imperatives. Revolutionize customer service globally to achieve consistent excellence.

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Customer Engagement: Imperatives

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  1. Grow Customers’ Business Customer Service Indispensable Cost Removal COMPANY CONFIDENTIAL Customer Engagement: Imperatives Revolutionize customer service globally to achieve consistent excellence. Generate end-user opportunities for our customers by leveraging Avnet’s intellectual property in high-value solution areas. 80% of our Customers “Truly Loyal” # of Partners in Virtual Community Participation Become indispensable in the technology supply chain through the development of virtual communities. # of Partners Leveraging Practices Rev Growth > Market Growth Take cost (time and resources) out of customers’ businesses thru process enhancements and the integration of back-office IT systems. FY09 TS Tactical Summit

  2. Customer Engagement Workshop Charlie Tombazian VP, Voice of the Customer Office

  3. Customer Engagement Vision Customer Engagement Strategy And Business Alignment Systemic Resolution Of Common Problems Triage & Reporting FY09 TS Tactical Summit

  4. TSA Customer Engagement Highlights FY08 • Customer Loyalty Process Improvements and Results • 72% / 60% more respondents / accounts in FY08 • Consistent improvement in Truly Loyal % Q2-Q4 • Hot Alert Process became “closed loop” • Hassle Free Program • Returns Empowerment (new policy, process and training) • Delivery Notification (auto-notification of sales person when ship commit date changes) • VOC Program Office Launched Nov 2007 • Central team for gathering, analyzing, and responding to customer input • Customer Advisory Councils • Fully engaging 125 customer representatives 2-4 times per year • Cataloging for best practices leverage FY09 TS Tactical Summit

  5. TSA Customer Engagement For FY09 • Customer Loyalty Process Improvements • Weighting by Respondent Job Function • Top Two Box and Leader vs. Laggard Metrics become top KPMs • Hot Alert Process Tracking Improved through PIR Tool Leverage • Hassle Free Program Continued • Phone System and Process Improvements to increase Availability and Responsiveness of Inside Sales Reps • World Class Customer Service Training to be rolled out to all employees in Region • Customer Segmentation Transforms Business Model • Treating all customers fairly, but differently leads to better meeting customer needs, allocating resources, prioritizing work, and setting proper service levels • Customer Advisory Councils Break Down Silos • Move to one TSA Operations Advisory Council with supplier breakouts FY09 TS Tactical Summit

  6. The Transformative Work To Be Done Developing and prioritizing tactics aimed at changing the way we currently design, deliver and measure customer solutions.  FY09 TS Tactical Summit

  7. Customer Engagement: SPACE • Simplify—  Reduce the complexity and you add significant value • Push— Being proactive adds significant value because customers don’t waste time trying to figure out what and how to ask for things • Accelerate— Decide, inform, respond, solve much faster than you currently do.  Speed saves money as long as effectiveness is there as well • Connect— Connect customers with opportunities, information, and other partners, suppliers, and vendors in as efficient a manner as possible  • Educate— Continually educate customers on Avnet’s offerings and Supplier programs and policies. Customers want to benefit from our knowledge and experience in customer service, sales, finance, and operational excellence in addition to technical/product FY09 TS Tactical Summit

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