Owning the Customer Experience

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1 1 Owning the Customer Experience Sharon M. Daniels President and CEO AchieveGlobal

2 2 AchieveGlobal s Research A year long study Interviews Focus groups Surveys What we heard and learned

3 3 Customers.. Are not easy to impress Want value Want a business partner Do not give you much time Want a fast response time Global

4 4 Today it s worse Customers. Want value beyond the features of a product or service Want business partner who will take risks Want someone who understand their industry and their business model and their customers Give you less time; less face time, ear time, web time Want faster response time they have no time to plan

5 5 Sales Environment has Changed Professional Visitor

6 6 Sales Environment has Changed Product Professional Visitor

7 7 Sales Environment has Changed Solution Professional Visitor Product

8 8 Sales Environment has Changed Professional Visitor Solution Product

9 9 Sales Environment has Changed Web 2.0 CRM Professional Visitor Solution Business Issues Product Value Consultative

10 10 Customer Focused Customer Centric Managing the Customer Experience Managing the Process Professional Visitor Solution Business Issues CRM Product Value Consultative Web 2.0

11 11 We Propose A Better Way to Sell Owning the Customer Experience

12 12 The Questions You Should Ask THEN What should I sell? NOW What decisions are my customers making? What criteria are my customers using to make decisions? What do they expect from me? What results are they looking for?

13 13 What does Owning the Customer Experience Mean? Customer Relationship Process Owning the Customer Experience Activities that Drive Sales Success Defining Moments The Role of Service The Role of Leadership

14 14 AchieveGlobal s Suggested Customer Relationship Process 6. Retain and Grow the Relationship 1. Prepare to Sell 5. Negotiate and Close the Sale 2. Develop Business 4. Present a Solution 3. Establish Relationships and Uncover Needs

15 15 Defining moments are the impressions customers form throughout the buying process and in their ongoing relationship with you and your organization.

16 16 What Defines Your Defining Moments People x = Interactions Thousands of Defining Moments Sales People + Customer Service + Technicians + Consultants + Professional Services Phone Calls + Voice Mails + Marketing Touches + s + Visits + Web Chances to make a positive impression and influence the decision making process

17 17 Defining Moments

18 18 The Sales Person Needs to be skilled in: skills Negotiating Account management Presentation skills Managing recovery Customer service Handling objections

19 19 The Sales Leader Coach Communicator Strategist Genuine Leader

20 The Vital Role of Organizational Support 20 Reward & recognition After sales service Sales Force Automation Metrics and dashboards Sales processes Resources and tools Training Coaching Organizational Support

21 21 Own the Customer Experience Make defining moments positive ones, through the use of key sales and service skills Provide effective leadership to support Ensure organizational alignment Organizational Support

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