Date post: | 13-Dec-2014 |
Category: |
Marketing |
Upload: | afifa-urfani |
View: | 247 times |
Download: | 1 times |
Winter camp
Customer Journey Map
Product-Customer Flow
The process AIESEC goes through to develop relevant exchange products
for our market and deliver them with excellent customer experiences.
RA MA RE
?
But we’ll never make
this jump with
yesterday’s processes
and today’s
WHY NOW?
100,000
members of
Gen 2015
Opportunity
Portals for EPs
and Members
MarketPlace
Business
Intelligence for all
our members
and customers NPS
...We can achieve 2015
GIS
External Competition:
External threats:
AIESEC’s competitors provide some of the
same services as we do, but much faster
Customer feedback
Our customers say our communication
effectiveness and processes need
improvement
Customer Centric Systems
To provide excellent customer experiences,
we need a system that supports that
experience from the first point of engagement
until experience completion
& there’s even more REASONS...
Internal Challenges:
Smarter & faster oGCDP
Business Rules for the proposed customer flow For AUGUST Launch
SIGN UP APPLY MATCH REalize COMPLETE Re-integrate
Alumni STRANGER
Business rules for the proposed customer flow For AUGUST Launch
Alumni STRANGER
Smarter & faster oGIP
SIGN UP APPLY MATCH REalize COMPLETE Re-integrate
Business Rules for the proposed customer flow For AUGUST Launch
SIGN UP
Users are directed to programs based on the profile they filled
at sign-up.
1
Smarter & faster oGIP
Business Rules for the proposed customer flow For AUGUST Launch
SIGN UP
View is limited based on profile completeness for externals
signing up for GIP/GCDP
2
Smarter & faster oGIP
Business Rules for the proposed customer flow For AUGUST Launch
SIGN UP
Members in a current TMP/TLP role have unlimited view.
3
Smarter & faster oGIP
Business Rules for the proposed customer flow For AUGUST Launch
SIGN UP
Students cannot apply if they are over 30 years of age
4
Smarter & faster oGIP
Business Rules for the proposed customer flow For AUGUST Launch
APPLY
Person can only apply for an opportunity after completing
his/her profile
5
Smarter & faster oGIP
Business Rules for the proposed customer flow For AUGUST Launch
APPLY
As soon as a person applies for a first application, the person
will become an 'active lead'
6
Smarter & faster oGIP
Business Rules for the proposed customer flow For AUGUST Launch
APPLY
If a person is not applying/searching/in an application process
for over 30 days, the person goes back to being a non active
lead
7
Smarter & faster oGIP
Business Rules for the proposed customer flow For AUGUST Launch
APPLY
A person can apply for limitless opportunities at the same time
8
Smarter & faster oGIP
Business Rules for the proposed customer flow For AUGUST Launch
APPLY
An application is valid for 21 days, if there is no progress in the
selection process for over 21 days, the application is rejected
(customisable by MCs)
9
Smarter & faster oGIP
Business Rules for the proposed customer flow For AUGUST Launch
APPLY
Out of the total amount of countires you are partnering 5%
need to be tier 3 entities.
10
Smarter & faster oGIP
Business Rules for the proposed customer flow For AUGUST Launch
APPLY
If the matchability of a person is lower than 30%, you will not be
able to apply to the TN
11
Smarter & faster oGIP
Business Rules for the proposed customer flow For AUGUST Launch
MATCH
EP needs to complete EP contract & AN to approve the match
12
Smarter & faster oGIP
Business Rules for the proposed customer flow For AUGUST Launch
MATCH
TN manager needs to complete TN contract & AN + confirm
end and start date to approve the match
13
Smarter & faster oGIP
Business Rules for the proposed customer flow For AUGUST Launch
MATCH
EP & TN manager need to approve the match before the EP
manager can approve approve the match
14
Smarter & faster oGIP
Business Rules for the proposed customer flow For AUGUST Launch
REALISED
Insurance & indemnity form have to be uploaded/completed
before changing the status to realized
15
Smarter & faster oGIP
Business Rules for the proposed customer flow For AUGUST Launch
REALISED
Standards (till realize) checkboxes has to be filled before
changing the status to realized
16
Smarter & faster oGIP
Business Rules for the proposed customer flow For AUGUST Launch
REALISED
TN Manager will put the form on realised
17
Smarter & faster oGIP
Business Rules for the proposed customer flow For AUGUST Launch
COMPLETED
Standards (till completed) checkboxes has to be filled before
changing the status to completed
18
Smarter & faster oGIP
Business Rules for the proposed customer flow For AUGUST Launch
COMPLETED
Internship is completed when the end date expires
19
Smarter & faster oGIP
HOW our structures
will change?
Marketing
tm
finance
Mkt-comms Marketing Role
Key deliverables
KPI’s
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Marketing role
Key deliverables
KPI’s