Page 66 - Annual Report 2014
P. 66
Overview
G4-24 G4-25 G4-26 G4-27
distributors/ business partners investors Strategy
retailers
HOW WE ENGAGE: HOW WE ENGAGE: Performance
HOW WE ENGAGE:
Frequent discussions with telecom Quarterly briefings, annual press Governance
Regular meetings, shop visits, and content partners. conference, Investors' Day, regular
email correspondence. meetings, discussions, emails with Financials
STAKEHOLDERS’ EXPECTATIONS: over 240 institutional investors,
STAKEHOLDERS’ EXPECTATIONS: across Asia, Europe and the US.
Partnerships for business
Timely delivery, quality assurance, opportunities and growth. STAKEHOLDERS’ EXPECTATIONS:
strong dealer collaboration, driving
good customer experience; HOW WE RESPOND: Transparency, timely information
after-sales support. on company progress and status,
By engaging them to seek mutually profitability.
HOW WE RESPOND: beneficial business opportunities.
HOW WE RESPOND:
By proactive sales planning; sales PROGRESS DURING 2014:
support; regular visits by Account By endeavouring to generate
Managers and providing Single Point Implemented Next Generation optimum return on investment,
of Contact for distributors/ partners Nationwide Broadband Network good governance, transparency and
for timely response. (NGNBN) Sniffer, allowing sales disclosure, as well as sustainable and
people to know at a glance which long-term growth of business.
PROGRESS DURING 2014: buildings are NGNBN-covered.
PROGRESS DURING 2014:
Included quarterly and yearly PLANS FOR 2015:
performance updates, sharing Investor engagement remained strong
sales trending for category • Proposed SalesStar programme: in the reporting year, including 200
performance and shifting focus to full training and certification face-to-face meetings with investors.
Cable Services for our Sales review modules for partner sales
meetings; changed the quarterly representatives; points will be PLANS FOR 2015:
NPS performance update to weekly awarded and non-performers
updates to that corrective actions can will be nominated for coaching; To maintain current levels of investor
be taken to impove customer service quizzes to be implemented to engagement, with good corporate
levels in a timely manner. test salespeoples' knowledge governance, transparency and
on new products and disclosure.
PLANS FOR 2015: promotional rollouts.
We will be conducting Quarterly • Proposed ServiceStar
review forum with all partners to programme: service training;
update and review changes on our StarHub process FAQs and
retail system and processes. We are escalation path; online modules
seeking constant improvement for for service certification and
sales process and more involvement reinforcements.
from channel partners.
• Proposed Salesforce.com
integration: leads creation;
pipeline creation; account
creation and enquiry.
StarHub Ltd | Annual Report 2014 63
