Episode 11
How TSP’s can stay engaged with their clients
To build a great relationship and experience for your customers we need to have a process to stay engaged. To often communication only happens in crisis, we need to ensure we are partnering with our clients throughout the year.
About This Episode
Today’s conversation focuses on client engagement, especially when things are slow in the relationship and things are working and we have moved to cruise control.
Brian kicks this one off with a discussion around relationship building and how it is critical to not neglect the relationship or take it for granted. So, how can we start this conversation when we don’t have much to say? It’s all about ice breakers and asking questions about the clients business. This conversation needs to go beyond the point of contact and you need to engage with all key stakeholders in the process.
We discuss how there are always changes going in the client environment. Personnel changes, customer wins, budget changes. These forces can change the client view on our relationship and we need to stay in front of our client so we can see opportunities and problems that may be coming.
We can do this through live touch points, CSAT or NPS surveys and gain information we can use. The challenge is most Account Mangers fall down on touching their client in between sales. These resources need to schedule time to contact each customer to stay in tune with the customer and build the relationship.
Robb speaks about the past, present, and future model and how the AM’s often struggle with the future, or strategy, piece of the puzzle. Brian goes into detail on approaches for junior reps to get the process started. If we manage the relationship consistently over time we become the sherpa guiding our clients. The result happier clients with improved sales velocity.
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