Managing Global Customer Advisory Boards Catherine Gibson AT&T 3 May 2011 © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. AT&T Need: To Capture & Meet Customers’ Global Requirements Why: Serving the needs of MNCs are a priority to AT&T Challenge: How to provide an opportunity to get feedback from multiple levels within the client’s organization on global and regional needs, while rationalizing within AT&T’s support structure for these clients? Using a Regional Advisory Board Allows AT&T to Capture Market-Sensing Data Specific to the Geography, allowing AT&T to be more Competitive in the Market Page 2 AT&T Proprietary The information contained herein is for use by authorized persons only and is not for general distribution One example of where we seek input is: what remote parts of the world need better coverage? Here’s the situation… 3 © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. Clients Need Connectivity to Manaus, Brazil Why? Free Trade Zone, Large Manufacturing Facilities But … Difficult to Reach, Weather Affects Equipment 4 © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. Challenge: Rain Forests 5 © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. Challenges: Building Roads 6 © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. Challenges: Crossing Rivers • Strong Current • Log Jams • The River Base changes from month-to-month 7 © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. How Does AT&T Organize its Advisory Boards to Capture Global Requirements? 8 © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. Need: Cover Global Requirements … while supporting AT&T’s org structure Sales Structure: AT&T supports clients in the: • US • Americas Region (non-US) • Asia-Pacific Region • Europe, Middle East & Africa Region Solution: • Have Global Requirements captured and addressed out of the US Advisory Council • Have Regional Requirements captured and addressed out of 3 Regional Advisory Councils Page 9 AT&T Proprietary The information contained herein is for use by authorized persons only and is not for general distribution Result: AT&T Advisory Council Structure AT&T Business Advisory Council Strategic (30 Customers) Regional Advisory Councils (RACs) (~20 Customers/Council) Strategic guidance on AT&T’s global portfolio, products and services, and client experience Members are global decision makers Work on regional portfolio, reach, and client experience strategies Members are regional decision makers/influencers AT&T Proprietary The information contained herein is for use by authorized persons only and is not for general distribution Regional Advisory Councils: Structure & Operating Principles • Membership: About 20 Customers, who have responsibility for regional decisions • Meetings: • Monthly Conference Calls • Biannual Face-to-Face Meetings • AT&T and Customer Leadership • All communications in English • Issues that bridge multiple Regions are sent to the US Council to address • Sub-Teams are created to deep dive into hot issues Page 11 AT&T Proprietary The information contained herein is for use by authorized persons only and is not for general distribution Regional Advisory Councils: Challenges Page 12 Unique to Global: • Time Zones • Language Barriers/Culture • General Travel Issues -----------------And Similar Challenges to Domestic Councils: • Travel Budgets • Getting the Right Companies / People Engaged • Commitment – Both Customer & Internal • Continuity of Attendees • Proving the Business Results • Politics! AT&T Proprietary The information contained herein is for use by authorized persons only and is not for general distribution At the End of the Day, Your Advisory Board will be Successful if You Create WinWin Solutions… 13 © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. Manaus: A Win-Win Solution! Parts Depot and Connectivity to the South Notable Numbers: • Bridges: 133 • Rivers: 733 • Cables: 935 Km • Poles: 6,747 14 © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. Running Global Advisory Boards: Key Takeaways Model your Board after the Needs of Your Business, taking into account: • Customer Geography • Org Structure • Types of companies you want involved • Functional position & level of participants Ensure No Redundancy in Board Org Structure and Initiatives; coordination and communication among Board Leadership is critical (no Advisory Board is an island) Keep Evaluating: Things Will Continue to Evolve and Change (technology, customer expectations, etc.) Look out for New Obstacles – Political, Regulatory, Culture, etc.; things just take longer outside the US; you need to stay flexible Page 15 AT&T Proprietary The information contained herein is for use by authorized persons only and is not for general distribution