Putting Your Customers' Needs First

o Overview of our company’s leadership position in EDI highlighting number of transaction sets supported; number of customers using each transaction set; annual projected savings, number in millions of inbound and outbound transactions as well as any new transaction sets being pursued o Overview of our company’s web order entry performance o Overview of our company’s web catalog performance o Overview of our overall web site summary o Prior Year’s Highlights/Accomplishments with examples of each one o Key New Projects being pursued and target audience with examples of each one o Overall Mission Statement o Summary of Short and Long-Term Future Needs It is best to present most of your findings in a chart/graphical format with a limited amount of bullets or comments per page; the final document is often generated in multiple formats – Word, PDF and/or PowerPoint. Your annual progress report should be distributed to every key manager in your business including the CEO on down. Whether you are an employee in Manufacturing, Sales, Marketing, Operations, Accounting, General Administration, Human Resources, every department (directly or indirectly) plays a vital role in serving the customers’ needs. To serve your customers effectively, everyone needs to be on the “same page”. Be sure that members of all your customer-interfacing jobs are also copied on your annual report as they are your “front-line” team with your customers. Let them know that you are working in their behalf to better support your customers’ needs. Be sure to acknowledge their support and contributions where applicable toward the accomplishment of your service goals. This progress report over time will become a benchmark reference document used by key management personnel to track your company’s annual progress in serving your customers’ needs. Your highlighted successes communicated in these annual reports will go a long way toward securing management support for your future customer service project endeavors.