Understanding the requirements of end users is fundamental for all Product Managers in BT Wholesale. As a wholesale operation, it ensures that we create products and services that match the requirements of your business, the market and your customers. To give you the chance to give feedback on our products, and our product community an insight in to the in-life performance of their products, BT Wholesale is launching the Customer Connection programme.
If you would like to know how your company can get involved in the Customer Connection programme, please read on!
What is the programme?
• The programme involves BT Wholesale's In-life Product Managers visiting customers' contact centres to gain a direct insight into the performance of their product in a real life customer situation.
How would Customer Connection benefit my organisation?
Participation in Customer Connection would give you:
• The opportunity for dialogue and to build relationships with the people closest to the management of the products provided by BT Wholesale.
• The ability to contribute to feedback pointed at the heart of our product community.
• A chance for your front-line teams to have their views aired.
What are the aims of the programme?
Through Customer Connection, BT Wholesale aim to:
• Give the BT Wholesale product management community an insight into both your customer experience and that of your end users.
• Gather relevant and specific feedback to assist in product developments moving forward, ensuring they meet your needs.
• Ensure both you and your end users key issues are understood from a product management perspective.
How is the programme structured?
• The entire in-life BT Wholesale product management community are taking part in the programme.
• They will visit a range of different types of customer contact centres including those in BT Wholesale.
• The programme involves each Product Manager attending one customer visit per annum, amongst other activities.
• The first visits are scheduled to take place in June 2006.
What would a Customer Connection visit look like?
One or more in-life BT Wholesale product managers will arrange to visit one of your customer contact centres.
Suggested visit agenda:
• Sessions listening to customer calls with your advisors.
• Discussions with team managers to get an operational outlook on interacting with our products.
• Attending focus groups with your staff.
The visit can be structured to match your wishes and the needs of your business. For example, should you wish to address any specific product issues, this is an ideal opportunity to talk to the in-life product management team.
It is important to remember that our aim is to finish the day with the best possible insight into your customer experience, while gaining a broad understanding of the requirements and issues that face your business and your end users moving forward.
I'm interested in hearing more. What next?
Why not take a look at our FAQs page, which you can find in the related links section on this page.
If you would like to participate, or have any other questions, please contact either your account manager, who will liaise with the Customer Connection team, or email customerconnection@bt.com. A meeting or conference call can then be arranged to explain more and answer any questions you may have about participation in the programme.
