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Intercepting Customer Mindset for Business Enablement.pptx

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Rajesh Raina
Rajesh Raina

Customer Success Enablement

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INTERCEPTING CUSTOMER MINDSET Situation: It so often happens that we approach a customer for a prospect /opportunity & come out with a jumbled state of mind – Was it ok, good or…. My Take-away Levers: Having worked in varied capacities (Planner, Designer Implementor & Enabler) in Telecom/IT Industry(Globally) + Insights from the Industry Gurus / Platforms like TED Talks + Some Real-Life Lessons / Experiences Conclusion: I very firmly believe, that there is a Stated approach for turning around the situation & make it conducive!! Do You?? What…………………….How………………………Why
WHAT This is very initial phase of our traction where we are trying to establish our contacts & showcase our capabilities in terms of Services ,Products & Overall Solution we can offer (Inputs - Market Intelligence & Customer Insights) Areas of Impact – Market , Credibility & Perception Customer Lookout– Investigates on References & Case studies Decision Quotient– 10-15% Emotional Connect – Low
HOW This is the phase where we emphasize on our Strengths (Capabilities for delivering optimally) & Our People Demonstrate our detailed understanding of the subject & how we shall compliment their Journey Decision Quotient– 30-40% Emotional Connect – Moderate Areas of Impact – Domain Expertise , Capability & Skills, Proven Services & Solutions Customer Lookout– Investigates people on ground who are going to engage Our Product Portfolio & Readiness(& flexibility) to adopt to their Transformations
WHY This is a very sensitive & critical phase to influence the deal in Totality We engage with customer to talk about their Journey & how we shall be Integral part of their Vision Areas of Impact – Why now , Why us Customer Lookout– Investigates on Performances wrt - People Connect , Governance , Handling & Managing high pressure scenarios Our Employee Perception , Culture Relatability & above all our EMPATHY Decision Quotient– 60-70% Emotional Connect – High/ Very High

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Intercepting Customer Mindset for Business Enablement.pptx

  • 1. INTERCEPTING CUSTOMER MINDSET Situation: It so often happens that we approach a customer for a prospect /opportunity & come out with a jumbled state of mind – Was it ok, good or…. My Take-away Levers: Having worked in varied capacities (Planner, Designer Implementor & Enabler) in Telecom/IT Industry(Globally) + Insights from the Industry Gurus / Platforms like TED Talks + Some Real-Life Lessons / Experiences Conclusion: I very firmly believe, that there is a Stated approach for turning around the situation & make it conducive!! Do You?? What…………………….How………………………Why
  • 2. WHAT This is very initial phase of our traction where we are trying to establish our contacts & showcase our capabilities in terms of Services ,Products & Overall Solution we can offer (Inputs - Market Intelligence & Customer Insights) Areas of Impact – Market , Credibility & Perception Customer Lookout– Investigates on References & Case studies Decision Quotient– 10-15% Emotional Connect – Low
  • 3. HOW This is the phase where we emphasize on our Strengths (Capabilities for delivering optimally) & Our People Demonstrate our detailed understanding of the subject & how we shall compliment their Journey Decision Quotient– 30-40% Emotional Connect – Moderate Areas of Impact – Domain Expertise , Capability & Skills, Proven Services & Solutions Customer Lookout– Investigates people on ground who are going to engage Our Product Portfolio & Readiness(& flexibility) to adopt to their Transformations
  • 4. WHY This is a very sensitive & critical phase to influence the deal in Totality We engage with customer to talk about their Journey & how we shall be Integral part of their Vision Areas of Impact – Why now , Why us Customer Lookout– Investigates on Performances wrt - People Connect , Governance , Handling & Managing high pressure scenarios Our Employee Perception , Culture Relatability & above all our EMPATHY Decision Quotient– 60-70% Emotional Connect – High/ Very High