Fudan MBA iLab Workshop V--- Client Expectation Management by Mr. ZhenKai Tang
At 19:00, 21st, April, 2014, the fifth iLab workshop was held in Starr building 604. Almost all students from Fudan-MIT programs and some part-time MBA students came to have the wonderful lecture. The speaker was Mr. ZhenKai Tang, the managing director of CMT practice, Accenture China. He is managing the team to provide the management and IT consulting service to the multiple national Telecom operators and High-tech clients in Great China. Mr. Tang has engaged in the IT consulting industry for over 15 years, and his focus is the various business transformation, shared IT service centre and business operation outsourcing for telecom and MNC high-tech clients. In addition, Mr. Tang has rich experience in the process optimization, IT governance and MVNO areas.
The main topic that Mr. Tang shared with us was "How to manage the customer expectation". First, he defined what the client’s expectation is and how to define the expectation. And then he shared with us a very useful tool called ExPECT Model. In the end he also shared with us some techniques about how to ask about clients’ expectation.
After the lecture, we all have a very clear view about how to handle the customer's expectation and how to satisfy them.
(By IMBA Class 1, LI Rei)
