How To Communicate Your Importance To The Customer Post-Sale?

There must always be a visible link between the supplier’s solutions and the customer’s success. However, suppliers cannot simply assume that customers will fully appreciate the value they are adding or the impact they are having. It is the supplier’s job, therefore, to make sure this is very clear.

As customer success is the goal of the salesperson – and business impact the clear measure of that success – both the formula by which this will be measured and the process by which it is to be documented are vital.

“Customers can quickly take suppliers and their solutions for granted…”

In particular, buyer and seller should be jointly focused on key metrics (cost savings generated, time to market, etc.) by which success will be tracked. Customers can quickly take suppliers and their solutions for granted – something that the seller must ensure does not happen.

In short, the job of the sales and delivery organization is to document and discuss success right throughout the customer relationship.

“In order to sell more you need to reinforce success more…”

In order to sell more you need to reinforce success more, continually reminding the seller of both the benefits gained and the promises that have been met.

Posted by Ray Collis on Nov 16 2010. Filed under 2. Forget Customer Satisfaction, Communicating Results. You can follow any responses to this entry through the RSS 2.0. You can leave a response or trackback to this entry