Podcast
Questions and Answers
Which slides discuss the current AQURE use and additional modules?
Which slides discuss the current AQURE use and additional modules?
What should be done immediately after the meeting regarding action points?
What should be done immediately after the meeting regarding action points?
Who is responsible for creating a list and plan for the annual account review?
Who is responsible for creating a list and plan for the annual account review?
Which slide most likely requires no further addition to the report?
Which slide most likely requires no further addition to the report?
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When should a customer concern or dissatisfaction action point be set for a manager?
When should a customer concern or dissatisfaction action point be set for a manager?
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Which slide discusses Radiometer Service & Product Information?
Which slide discusses Radiometer Service & Product Information?
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What should be included in the meeting invite when FSR books a face-to-face meeting?
What should be included in the meeting invite when FSR books a face-to-face meeting?
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What is the recommended duration for the face-to-face meeting with the customer?
What is the recommended duration for the face-to-face meeting with the customer?
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Who may support the FSR in booking a meeting with the customer if required?
Who may support the FSR in booking a meeting with the customer if required?
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What should be done to ensure action points are effectively communicated?
What should be done to ensure action points are effectively communicated?
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What must FSR create to plan the annual account review?
What must FSR create to plan the annual account review?
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Which slide should be hidden or presented based on appropriateness?
Which slide should be hidden or presented based on appropriateness?
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What is the role of FSR regarding internal stakeholders for the annual account review?
What is the role of FSR regarding internal stakeholders for the annual account review?
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When working from the report, which slide is specifically mentioned?
When working from the report, which slide is specifically mentioned?
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What should be written in the report after the discussion?
What should be written in the report after the discussion?
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Study Notes
Annual Account Review
- Purpose: to provide customers with an opportunity to formally discuss and review their satisfaction with Radiometer's support, products, and services
- Combination of a sales and customer satisfaction review meeting
- Identifies challenges and changes faced by customers and discusses how Radiometer can support them moving forward
Preparation
- Preparation is key to ensure a report that provides value
- Use both the slide deck and the report template during the meeting
- Agenda is only a guide, and the meeting should be tailored to the customer
Meeting Process
- FSR creates a list and plan which months they want the annual account review to take place
- FSR decides which internal stakeholders need to attend
- FSR books a face-to-face meeting (at least 1.5 hours) with the customer, or FSR requests support from ASR to book the meeting
- Include the tailored agenda of the meeting in the invite
Report
- Content of report:
- Preparation is key to ensure a report that provides value
- Use both the slide deck and the report template during the meeting
- Agenda is only a guide, and the meeting should be tailored to the customer
- Should be written in professional business language to reflect Radiometer's high-quality products and services
- Should not read suggested questions, the meeting should have a natural flow
- If a customer provides minimal information, probe by using questioning skills
- Use positive wording
- Customer will provide three ratings: overall customer satisfaction, customer effort, and recommendation to peers
- Important to understand the scores and identify what needs to continue or change in the future
Slides
- Slide 7 (OPTIONAL): customer's current blood gas installation overview
- Slide 11: customer care - ask three questions on the report for customer care, customer effort, and recommendation
- Slide 12: connect and care - data insights and remote support
- Slide 13: connect and care - performance insights
- Slide 14: connect and care - service
- Slide 15 (OPTIONAL): connect and care - consumables information, hospital
- Slide 16 (OPTIONAL): connect and care - consumables information, national
- Slide 17: sensor cassette utilization
- Slide 19: track and trace
- Slide 20 (OPTIONAL): standing orders
- Slide 21-22: work from the report and discuss each section decided prior to the meeting with the customer
- Slide 23-24: current AQURE use and additional modules in AQURE
- Slide 25: work from the report
- Slide 26 onwards: Radiometer service and product information - hide as appropriate and present the information
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Description
Guidelines for creating a productive customer meeting report, including formatting, content, and objectives. The report aims to increase customer satisfaction, reinforce support, and identify sales opportunities.
