•Opportunity Opportunity managementmanagement
•Customized Customized engagement engagement strategystrategy•Constructive Constructive engagementengagement
•Level of accessLevel of access
Initiate first contactInitiate first contact• People like
them?• Issues?• Their issues?• Diagnostics• Trends• Know customer?
Diagnostic AgreementDiagnostic Agreement
• Sets tone• Sets the stage• Future
conversations• Agenda• Homework• What information?
Build PerceptionBuild Perception
• Professional• Mutual respect• Trust• Competent• Well versed• Source of
competitive advantage
Customers buy . . .Customers buy . . .
• Outcomes - results
• Expertise• Dependability• Trustworthiness
Three ProtocolsThree Protocols
Value Maximization
Delivering the highest possible level of value, impacting the customer at three levels of value: Product, Process and Performance.
Three ProtocolsThree Protocols
Decision Acuity
Disclosing what the customer must do to buy, implement and use our solution, we operate at the interactive level of decision-making (instead of reactive or proactive), which allows the customer to make an informed decision.
Three ProtocolsThree Protocols
Return Optimization
By providing implementation support, including tools, specific direction and assistance, and providing ongoing support to our customer, we enable our customer to achieve the greatest value and desired outcome for our solution.
Five BarriersFive Barriers
1. RelevancyWhen we define the value instead of delivering what the customer thinks is valuable.
2. InflationWhen we don’t talk about the TOTAL COST of buying, implementing and using the solution.
Five BarriersFive Barriers3. ComprehensionWhen the customer doesn’t fully understand their problems and possible solutions.
4. DilutionWhen we compete on price because we treat our solutions as commodities.
Five BarriersFive Barriers
5. Implementation
When the customer cannot get our solution to work as we promised and we blame the customer for faulty implementation. This could be cultural, lack of resources, lack of following directions/suggestions.
What’s Next . . .What’s Next . . .
• Identify the CallSource product attributes that create loyalty and satisfaction among our customers.
• Identify the CallSource service attributes that create loyalty and satisfaction among our customers.
• Define the markets addressed by the CallSource solution.
• Identify the potential value that the CallSource solutions offer to the group of customers we want to serve.