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Objective:

Would it help your organization to have a common perspective, language and methodology for both the sales and service organizations to help the customer through their implementation? The CustomerCentric Services® Workshop is a methodology that focuses on implementing products and services to the customer’s goals and objectives agreed upon during the sales cycle, while at the same time watching for changing requirements that may indicate further needs and new sales opportunities.

Workshop description:

Many of our customers who have adopted the CustomerCentric Selling® methodology have asked how do we link this process to the delivery phase? Many of our customers find they have customer dissatisfaction because post-sales people have been unable to help customers address their goals and objectives during implementation.

The reasons for this include:

• poor communication - the goals, objectives and capabilities required are not communicated effectively from sales to the post sales implementation team
• an inability of post-sales people to understand the vocabulary and relate the predicted solution to the products capabilities
• a product-centric mindset - "we're product/technical specialists not business consultants"
• lack of the same personal "soft" skills that would enable them to keep customers on track, such as solution development, goal amplification and negotiating skills

The CustomerCentric Services® Workshop was developed to address these issues.

The implementation consultants are shown the sales process that was used to make the initial sale. The CustomerCentric Services® Workshop also teaches the "soft skills"-- understanding the buyer's needs (how to be consultative), developing and/or enhancing the buyer’s solutions or amplifying the buyer’s goals, communication skills, negotiating skills for managing ‘scope creep’ or new pricing opportunities, and successful implementation criteria. Implementation consultants are shown how to recognize an objection as an opportunity and turn the opportunity into additional business.

The CustomerCentric Services® Workshop also covers how and what would be included in an internal transition meeting from sales to the implementation consultants and the external transition meeting with the customer. The consultants are provided with guidelines from which they choose to create their own processes for managing the ongoing implementation. The CustomerCentric Services® Workshop provides a 'road map' for the implementation consultants, as CustomerCentric Selling® provides a 'road map' for sales.

The workshop includes case study group exercises, labs, role plays and group evening assignments.

Who should attend:

Any post sales implementation consultants, managers and professional services individuals dedicated to post sales implementation and support.

Prerequisite:

None