Where to Start with Disconnected Customers
You’ve heard us already talk about the power of MEDDIC to assist CSMs and preserve revenue. Unfortunately. It’s not uncommon to have customers you don’t know much about, if anything except their contract expiration date. Rather than wait for the next renewal get started today.
Where do you start? Fortunately, the answer is no different for a current customer than for a prospect. Engage, Listen, and create Value.
Engage
Every day is a great day to engage with your customer. No context required.
Still need a context? There are many. Look through recent support tickets logged. Maybe an upcoming product release with new capabilities. Recent blog posts. New marketing campaign. Speech by your CEO or head of product. Your product conference.
Don’t stop with one person. Work your way through the company. Reaffirm stakeholders, find new champions and connect with the economic buyer.
Listen
I mean active listening! Focus, understand and respond.
Ask open-ended questions (who, what, when, where, how, why, etc.) and commands (tell, describe, explain).
Summarize what you’ve heard along the way and before taking conversational turns.
Create Value
Be a resource to your customer and contacts.
Find opportunities to promote their accomplishments.
Enhance their network by introducing them to peers in other organizations.
Reconnecting with a customer you know little about is no different that exploring a new prospect and qualifying opportunity. Your sales executives will know this all too well. Leverage their skills, coaching and enablement materials to improve your ability to reconnect with disconnected customers.
Most important, create value. Your customer understands the value of your solution. You have an opportunity to enhance your customer's experience beyond your solution.
GET STARTED TODAY!
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