Wk3

Problem/Need

In a 2016 CEO survey from McKinsey, participants reported that for every 10-percentage-point increase in customer satisfaction, revenues can increase between 2% to 3%. The start-up or onboarding of a business-to-business (B2B) relationship is critical for driving and sustaining favorable customer experiences.

· The problem is B2B suppliers are challenged during this period by a limited understanding of customer expectations, and a lack of alignment across all customer facing groups within the organization when onboarding the customer.

· B2B service suppliers may have the need for a consultant’s skills in establishing agreed-to and repeatable client onboarding processes shown to be successful.

Scope of Project

This project will be sponsored by the Director of New Client Implementation and VP of Business Development of a large B2B management services provider in the health care sector.

· The Learner will work with the management sponsors and designates (the project team) to evaluate the characteristics of effective client onboarding practices.

· A set of purposeful criteria will be established for identifying successfully completed onboarding projects within the context of this organization’s service model.

· Based upon the findings, the learner will present client onboarding recommendations to senior management for scope, workflow management and performance metrics, among others.

Project Questions

· What are the characteristics of successful client on-boarding initiatives at a large management service provider in the health care sector?

· What are the best practices for coordination of client on-boarding practices?