congruentsolutions.com

Customer Relationship DevelopmentBy

Hariharan Ganesan

© 2010 Congruent Solutions Inc. All rights reserved.

Customer Relationship Development

Agenda1) Customers

2) Business Objectives

3) Challenges

4) Beyond Business

Proprietary and Confidential. © 2010 Congruent Solutions Inc. All rights reserved.

Customers

Expects a Service from us and pay for the same

- We have skills and they have money. - Just an exchange program.

Control

– While the customer has total control over money, most of the time , we do not seem to have control over skills

Be proud of your skills – This is the most important trait.

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Business Objective

- Get more business out of a client by finding more opportunities / through reference- See if we can expand the team- Understand our other business offers and see if

client needs any of them [Testing, Development, BSS…etc]

- Make an impact with Quality delivery

- Always keep them in a comfort zone

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Customers - Expectations

Open and Clear Expectations

- Deliverables

- Technology and Support

- Quality

Untold Expectations

- Sharing good/bad news – On-time

- Stick to the commitments – Meeting time, Deliveries, etc

Proprietary and Confidential. © 2010 Congruent Solutions Inc. All rights reserved.

Customers - ChallengesOff-shore

- It is hard to present yourself better when you are miles away

not showing your face

- Building Confidence

On-site

- Interaction with on-site team

- Client employees are scared of Off-shore engagement as they

may loose their jobs

- Gain Confidence within a short span

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Customers - ChallengesExpected

- Resources not available

- Inadequate training/KT

- Unrealistic expectations by Customer

Unexpected

- Delay in delivery

- Last minute pressure to add some additional changes

- Any other unplanned/missed expectations

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Customers - ChallengesHow do we handle the challenges?

- Put yourself in customers’ situation

- Think twice before applying a solution

- Be honest and open in discussing a problem

What to reveal and what to hide?

- You need not pass on all the information to client

- Find appropriate time to talk about some important information

(Strengths/weakness)

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Is that all?

Are we good to Go?!

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Beyond Business

- Cultural Understanding- Greeting people- Talk what’s in your mind- Crack Jokes- Take part in small talks of interests [Sports, Politics,

Food, Travel, Culture, …]- Active listening and not jumping before they finish.- Visiting homes- Exchange gifts

- Personal Appearance- Dress appropriately – Formal/Casual- Talk confidently and loud enough to be heard- Wear a smile

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Beyond Business…Continued

- TEAM

- Thank everyone who helped to achieve the goals- When you get appreciation, share it with team. Tell

them that, it would not have been possible without team.

- When you give report/feedback, understand the destination(level of reporting) and present the same nicely but strong-enough

- When the Customer visits us - Have clear agenda and treat them better.- Introduce them the whole team behind the scene

[Admin, Process and your own team]

- Stay in touch with them and call them quiet often to understand how they feel

Proprietary and Confidential. © 2010 Congruent Solutions Inc. All rights reserved.

Finally,…

A Happy Customer-relationship always means

Happy Business

Proprietary and Confidential. © 2010 Congruent Solutions Inc. All rights reserved.