Intercepting Customer Mindset for Business Enablement.pptx

Customer Success Enablement

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