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Planning phase, Making us Sticky , Strategic Planning (Miller Heiman) -…
Planning phase
Effective handover and introduction
Intro - a clear understanding of customer needs
Making us Sticky
Value Added Solutions
Payment terms
Preferential deliveries
Training packages
Sponsorships (events)
Data analytics, customised reports & dashboards
First time in full SLA/KPI
Resource materials
Customer recognition awards
Provide network events
Social media engagement & PR - success stories
Updates on industry news and trends
Provide visibility - UBER/TFL
Innovation partner
Loyalty programs
Build strong relationships
Be dependable
Formal and informal interactions
Build Trust
Regular touch points
Partnership approach to agreed goals
Their bottom line is as important as our own
Assist to raise customer profile if required
Commercial Awareness
Deliver Consistent Value
Consistent Supply Chain - full visibility (UBER)
Commercial Bundles
Awareness of competitor offers
Understanding of customer ROI or bottom line
Commercial adaptability to changing market forces
Basic Strategy
ASK FOR THE BUSINESS
Be upfront about your intentions
Deliver a strategic partnership not just a vendor - aligned
Be heavily integrated and difficult to replace
Internal reviews and agreed strategic plan
Performance reviews - KPIs
Deliver Frictionless Customer Service
Know who they are when they call
They should never have to explain
Be easy to do business with
If this isn't possible, be the single point of contact
Be the customer gateway
Don't throw your toys out, no is only no today
Be easy to pay or raise a query with
Guaranteed recurring rev though subscription-based services
Painless, without thought, (MA example) also BT
Understand their business needs
Key stakeholder specific needs
What are their key drivers
Understand their pain points
Tailored solution to fit
Efficient Issue Resolution
Streamlined process
Support tickets
Feedback loop
Strategic Planning (Miller Heiman)
Single Sales Objective
Exact Value Expectation
Defined Close Date
Competition Analysis
Ideal Customer Criteria
Stakeholder mapping
Degree of Influence
Buyers Win Themes
Summary of position
Strengths
Red Flags
Best Action Plan