Customer Service Team Review PowerPoint Presentation PPT Templates

Page 1

Customer Service TEAM Review Your Company Name

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Agenda

2

TEXT HERE

01 02 03

WWW.COMPANY.COM

04 05

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About Company

3

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WWW.COMPANY.COM

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Our Team

4

John Carter

Elisabeth Finder

Jessica Parker

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WWW.COMPANY.COM

Amanda Clark

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WWW.COMPANY.COM

Customer Services Management Chart

5

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TEXT HERE

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Customer Support Service Chart

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WWW.COMPANY.COM

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24 Hours

6

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Customer Satisfaction Goals

7

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WWW.COMPANY.COM

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Key Performance Indicators Customer Service

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Put Your Text Text Here

WWW.COMPANY.COM

Text Here

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Your Text Here Text Here

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8


Customer Service Team Benchmarking Chart

9

Category 8 Category 7 Category 6 Category 5 Category 4 Category 3 Category 2 Category 1 0%

10%

20%

30%

40%

WWW.COMPANY.COM

Series 1

50%

Series 2

60%

70%

80%

90%

Series 3

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and capture attention. This editable. Adapt and capture attention.

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100%


WWW.COMPANY.COM

Customer Service Team Benchmarking Dashboard

10

35%

50%

72%

98%

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Customer Satisfaction Score (CSAT)

11

Your Text Here

WWW.COMPANY.COM

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Excellent

50%

Very Good

86%

Good

28%

Poor

60%

Bad

44%

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Customer Support And Services Metrics

Product Development This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

WWW.COMPANY.COM

Churn Prevention This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

12

Rep Activity This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

Team Efficiency This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

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Team Performance Comparison

High Performers

13

Moderate Performers

Underperfor mers

5.8

Email response management

5.5

5.1

Phone channel delivery Single view of the customer

4.8

Analytics and insights Customer-to-agent chat

4.1 4.4 4.4

Mobile customer service

3.4

Co-browsing WWW.COMPANY.COM

5.1x

2.1

2.2x

2.5

4.1

3.5

Omni-channel interactions

2.7x

2

4.3

Self-service to live-service transition

Discussion forums

3

4.3

Web self-service

Social sense and respond

4.5x

4.5 4.5

Partner/customer collaboration

2.5

5.1

4.8

High performers vs. underperformers

1.8 1.5 2.1

3.5 3.4 4.5

3.5

1.9

4.1

3.1 4.5 4.3

1.6

3.5 2.5

1.3

1.1 1.5

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4.5x 3.5x 2.5x 1.5x 4..5x 5.5x 2.6x 6.5x 4.3


WWW.COMPANY.COM

Overall Team Performance Report

14

Total Rating

Awesome Replies

Ok Replies

Bad Replies

57

60

34

20

10%

5%

8%

45%

9h51m

0h39m

11h40m

1.8

21%

6%

8%

12%

Avg. Handle Time

Replies Time

Avg. Reply Time

Avg. First Reply Time

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First Response Time

15

9 8 8 7 6 5

4.5

4

3.5

3

2.5

1.9

2 1

2.6

3.5

3.3

2.5 1.9

1.5

2.9 1.4

0.5

WWW.COMPANY.COM

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Average Handle Time

16

Target:<2m:30s

5m:15s 0

5m:15s

WWW.COMPANY.COM

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Average Response Rate

WWW.COMPANY.COM

70%

17

90%

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Customer Satisfaction Report

18

Customer Satisfaction

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Knowledge/Underst anding In Process This slide is 100% editable.

Work meets expectations

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Schedules and service levels This slide is 100% editable. Feedback

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General satisfaction This slide is 100% editable.

2013

2014

2015

2016

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Customer Service Lead Performance Review This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

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WWW.COMPANY.COM

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19


Team Experience Report

20

Positive This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

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Negative This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

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Customer Focus Performance

Personal Factors This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

Contextual Factors Customer Focus Performance Review

Leadership Factors

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System Factors

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WWW.COMPANY.COM

21

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Team Factors This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

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Customer Service Team Performance Report

22

Bar Chart – Data Driven This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

Category 5

Category 4

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Category 3

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Category 1

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1

2

3

4

Series 4

Series 3

Series 2

Series 1

5

6

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WWW.COMPANY.COM

Checklist For Individual's Services And Performance

Your Text Here

Text Here

Text Here

Put Text Here

×

Your Text Here

×

×

Put Text Here

Your Text Here

×

Put Text Here

×

Your Text Here

×

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23


Customer Churn Cause Analysis

Unsatisfactory Services

Availability

No Response

Connection

Scope

Waiting Unhelpful

Transmission

Failures

No Resolution

Service

Rates

Unfriendly

Billing

Terms

Unsatisfactory Relationship

Unsatisfactory Quality Coverage

Existence

push

24

Application Of Terms

Privacy

pull

Churn Relationship Quality Conditions

WWW.COMPANY.COM

Friends, Social Networks

Services

Media

Handsets, Mobile Stations

Influencers

Competitors

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Customer Churn Cohort Analysis

25

WWW.COMPANY.COM

Cohort

Months after starting usage 1

2

3

4

5

6

7

Jan

98%

78%

85%

75%

88%

69%

89%

Feb

87%

79%

72%

63%

69%

69%

Mar

82%

85%

79%

71%

75%

Apr

90%

83%

85%

83%

May

83%

88%

82%

Jun

84%

90%

July

96%

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Team Experience And Engagement

26

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Staff Experience Initiatives

Staff Attitude And Opinion

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Staff Experience This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

04

03

27

01

02

Head Office Support This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

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Medium Used Vs. Medium Preferred

WWW.COMPANY.COM

Medium Used

28

Medium Preferred

50%

Telephone

50%

45%

Email

55%

73%

Face To Face

27%

84%

Live Web Chat

16%

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Net Promoter Score (NPS)

29

35%

Detractors

WWW.COMPANY.COM

NPS 25%

Passives

40%

Promoters

25.5

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Net Promoter Score (NPS)

30

% Of Customers

3.5 3 2.5 2 1.5 1 0.5 0

Detractors

Passives

WWW.COMPANY.COM

Net Promoter Score:

Promoters

73

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your

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your


Willingness To Recommend

5%

31

Very Likely 10%

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Somewhat Likely 15%

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Neutral This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

45%

Somewhat Unlikely

WWW.COMPANY.COM

25%

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Very Unlikely This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

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Impact Of Different Methods Of Contact On Consumer Perceptions

Communication Channels Ever Used To Contact A Customer Service Department

Impact Of The Methods Used On Perceptions Of The Organization

WWW.COMPANY.COM

Positive

Neutral

Negative

Live online chat

70%

86%

46%

Touch tone telephone services

40%

73%

55%

Call Back

28%

45%

40%

09%

Voice reorganization telephone services

35%

86%

48%

64%

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04%

31%

32


Customer Service Strategy Development

33

2 10

Detailed Customer Needs Assessment

Literation To Optimize Customer Care Model

3

1

WWW.COMPANY.COM

Develop Customer Care Vision

• Vision/Mission Statement Formulation • High Level Customer Needs Assessment • High Level Competitive Positioning Statement

Internal Capability Assessment

4 Cross-industry Bench Marking To Establish Standards

5 Partner And/or Distributor Capability Assessment

7

9

6 Establish Service Level Requirement

Develop Detailed Blueprint Of Processes

Yes

Can Objectives Be Achieved Internally?

Develop Hypotheses On Customer Care Model And Iterate

11 Define IT Architecture And Capabilities Required

No

12

8 Inputs For Vendor Selection

Vendor Selection And Negotiation

Conduct Economic Assessment

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Develop Detailed Implemen tation Plan


Customer Service Development

34

Professional Services

Tech Support

Local Support

Education

Customer

WWW.COMPANY.COM

Hotline

Corporate Support

Online

Product Development

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Touchpoint Performance Customer Relationship

Learn More

Product Support

Customer Service

Compare Brands

Prepurchase Research

Buy Online

Coupon

Vitierc To Buy

Influence

Believability

Credibility

Trust

Digitaltouch Point

35

Website

Portal Article Search

Testimonial Price Comparison Social Media

WWW.COMPANY.COM

Online Video Info Social Network Email

Blog PERFORMANCE DIMENSION

Web Equity

Pre-purchase

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Postpurchase

Relationsh ip Building


WWW.COMPANY.COM

Customer Service On Social Media Review

36

 Content

 People

 Share

 Friends

 Community

 Like

 Group

 Feedback

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The Disconfirmation Model

10

37

High Expectations

8 7

Negative Disconfirmation “Disappointment”

6

5

WWW.COMPANY.COM

Unfavorable Performance

4

3 2 1

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Dissatisfaction Zone

Favorable Performance

Satisfaction Zone

9


Customer Lifecycle Touch Points Management

Proactive Maintenance

Searches Internet

Follow Up On Trouble Ticket

Need Generation

Calls Content Center

Trouble Ticket Generation Cyclic Billing

Initial Consideration

Usage

Starts Using The Service

Calls Channel Partner

Before

Training

First Interactions

Testing

Invoice Raise

38

After Delivery Installation

Installation

Loyalty curve

Subsequent Interaction

During

Engagement

Solution Presentation Submission Of Quote

WWW.COMPANY.COM

Actual Delivery

Signs Contract

Moment Of Purchase

Studies Proposal Evaluation

Calls In Case Of A Query

Final Presentation

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39

WWW.COMPANY.COM

ADDITIONAL SLIDES

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Our Mission

40

WWW.COMPANY.COM

TEXT HERE

TEXT HERE

TEXT HERE

TEXT HERE

Jass Smith

John Smith

Carol Smith

Harry Smith

Anita Smith

JOB TITLE HERE

JOB TITLE HERE

JOB TITLE HERE

JOB TITLE HERE

JOB TITLE HERE

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Our Team

41

JOHN SMITH

CAROL SMITH

PETER SMITH

ANITA SMITH

JOB TITLE HERE

JOB TITLE HERE

JOB TITLE HERE

JOB TITLE HERE

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WWW.COMPANY.COM

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Our Goal

42

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Text Here

Text Here

WWW.COMPANY.COM

Text Here

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Text Here

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Text Here

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Comparison

43

60% Text Here

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WWW.COMPANY.COM

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40%

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Quotes

44

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ANITA SMITH CEO This slide is 100% editable.

TEXT HERE 2016- 2018

WWW.COMPANY.COM

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EXPERIENCE This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

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World Map

45

GREENLAND 01 02 05 CANADA ASIA

SOUTH AMERICA

03

04 06

WWW.COMPANY.COM

AFRICA

AUSTRALIA

GREENLAND

CANADA

SOUTH AMERICA

AFRICA

ASIA

AUSTRALIA

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Timeline

46

WWW.COMPANY.COM

2017

Text Here

Text Here

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2018

2019

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Text Here

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2020


Post It

47

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WWW.COMPANY.COM

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News Paper

48

Technical Support News This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

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Product Management

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This slide is 100% editable.

Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

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11:12:2015


Puzzle

49

This slide is 100% editable.

01 This slide is 100% editable.

WWW.COMPANY.COM

Adapt it to your needs and capture your audience's attention.

This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

Adapt it to your needs and capture your audience's attention.

05

02

04

03

This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

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Target

50

04 03 02

WWW.COMPANY.COM

01

This slide is 100% editable. Adapt it to your

This slide is 100% editable. Adapt it to your

This slide is 100% editable. Adapt it to your

This slide is 100% editable. Adapt it to your

needs and capture audience's attention.

needs and capture audience's attention.

needs and capture audience's attention.

needs and capture audience's attention.

your

your

your

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your


Circular

51

This slide is 100% editable.

This slide is 100% editable.

Adapt it to your needs and capture your audience's attention.

Adapt it to your needs and capture your audience's attention.

07

01

This slide is 100% editable.

This slide is 100% editable.

Adapt it to your needs and capture your audience's attention.

Adapt it to your needs and capture your audience's attention.

06

02

05

WWW.COMPANY.COM

This slide is 100% editable.

03 04

Adapt it to your needs and capture your audience's attention.

This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

Download 500,000+ PowerPoint Presentation Templates and Slides at www.slideteam.net


Venn

52

This slide is 100% editable.

Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

01

WWW.COMPANY.COM

03

This slide is 100% editable.

Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

02 This slide is 100% editable.

Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

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Mind Map

53

This slide is 100% editable.

Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

This slide is 100% editable.

WWW.COMPANY.COM

Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

Download 500,000+ PowerPoint Presentation Templates and Slides at www.slideteam.net


WWW.COMPANY.COM

Matrix

54

Validity

Reliability

Credibility

Trustworthiness

Internal

Neutrality

Consistency Dependability

External

Confirmability

Applicability Transferability

Dependability Reliability

Validity

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Lego

55

This slide is 100% editable.

Adapt it to your needs and capture your audience's attention. This slide is 100% editable. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

A

This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

This slide is 100% editable. Adapt it to your needs

B

C

and capture your audience's attention.

This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

This slide is 100% editable. Adapt it to your needs

WWW.COMPANY.COM

and capture your audience's attention.

This slide is 100% editable. Adapt it to your needs

D

E

and capture your audience's attention.

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Silhouettes

56

05

01

02

04

WWW.COMPANY.COM

03

This slide is 100% editable.

This slide is 100% editable.

This slide is 100% editable.

This slide is 100% editable.

This slide is 100% editable.

Adapt it to your needs and capture your audience’s attention.

Adapt it to your needs and capture your audience’s attention.

Adapt it to your needs and capture your audience’s attention.

Adapt it to your needs and capture your audience’s attention.

Adapt it to your needs and capture your audience’s attention.

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Bulb Or Idea

57

This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

This slide is 100% editable. WWW.COMPANY.COM

Adapt it to your needs and capture your audience's attention.

This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

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Bar Graph

58

20 18 16 14 12 10 8 6 4

2

WWW.COMPANY.COM

0

JAN

FEB MAR APR MAY JUN

JUL

AUG SEP OCT NOV DEC

This slide is 100% editable.

This slide is 100% editable.

This slide is 100% editable.

Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

Download 500,000+ PowerPoint Presentation Templates and Slides at www.slideteam.net


Funnel

59

This slide is 100% editable.

01

Adapt it to your needs and capture your audience's attention.

This slide is 100% editable. Adapt it to your needs and capture your audience's attention.

02 This slide is 100% editable.

03

Adapt it to your needs and capture your audience's attention.

This slide is 100% editable.

WWW.COMPANY.COM

Adapt it to your needs and capture your audience's attention.

04 This slide is 100% editable.

05

Adapt it to your needs and capture your audience's attention.

Download 500,000+ PowerPoint Presentation Templates and Slides at www.slideteam.net


60

WWW.COMPANY.COM

Thank You

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