Advancing Customer Relationships: A one-off order is good but repeat business is better! Getting a customer to place regular orders requires your sales teams to build relationships with the key stakeholders in their organisations.
This is easier said than done. Furlough, COVID, WFH has meant that customer organisations are constantly changing. Decision-making processes become obscured by matrix management across departments and, sometimes, geographies. You must adapt to these changes and develop techniques to counter them.
Gradient’s Advancing Customer Relationships can be tailored to your exact training and development needs. The broad outline of the programme is below but it can be designed around your team’s needs.
Want to hear more? Please contact me on david@gradient.uk.com
Objectives:
• To develop creative relationship strategies with existing customers
• To improve the understand of the decision-making process within existing and new customers
• To use the above to develop and reach relationship goals
Practices Used:
• Customer Value Orientation Frame
• Defining Unique Value
• The Five Levels of Customer Trust and Commitment
• Relationship Goal Analysis
• Future Customer Scenario Planning
• Four Windows on an Issue
Methodology:
• Use real customer/target customer situations to drive the programme
• All elements of work should be geared towards improved relationships at key customers
Delivery:
• 60 minute ‘zoom’ calls every two weeks
• Schedule to be pre-agreed and adhered to
• Pre- and post-call ‘homework’
• Ad hoc calls with team members to keep progress on track
• Final presentation from each team member