CustomerCentric Services™ Workshop

“Research has shown that nearly 80% of purchasers of software and related services, in their own opinion, did not receive the predicted benefits and were therefore dissatisfied with the supplier. The most frequent cause was poor communication in both the suppliers’ and purchasers’ organizations during the transition from sales to implementation, and during the implementation itself. Executives in the purchasing company often failed to define their expectations to their project teams in terms of business benefits and success criteria. Sales organizations, understandably anxious to get on with the next prospect, left it to their implementation team to work with the customer’s project team. The net result was a focus on product features rather than business goals, and an unhappy customer. CustomerCentric Services™ Workshop is designed for the implementation consultants who are responsible for implementing what has been sold, creating successful implementations with the customer wanting to do business again.”
 
  Michele I. Khoury, A Licensed CustomerCentric Selling® Affiliate, Newport Beach, California

Workshop Objective
The purpose of this workshop is to provide the implementation organization with an understanding of the sales process, a common language and how to facilitate internal and external transition meetings.

Workshop Description
The CustomerCentric Services™ Workshop focuses on how to implement products and services to the customer’s goals, while translating changing requirements into new opportunities. If you have embraced the CustomerCentric Selling® methodology and would like to link the sales process to the delivery phase, the CustomerCentric Services™ Workshop can help.

Customer dissatisfaction arises because post-sales people have been unable to help customers address their goals and objectives with the implementation.

The reasons for this include:
•

Poor communication — the goals, objectives and capabilities are not documented or communicated from the salespeople;
•

A product-centric mindset — “We’re product/technical specialists not business consultants”;
•

Lack of the personal “soft” skills that would enable them to keep customers on track, such as communication skills and negotiating skills to manage against ‘scope creep’.
•

Success Criteria/Metrics were not identified and agreed upon prior to beginning the implementation.

Workshop Activities
 The workshop includes case study group exercises, labs and role-plays. Whatever is not completed during the day becomes the evening assignment.

Who Would Attend
Any implementation consultants, managers and professional services dedicated to post sales implementation and support.

Workshop Duration and Cost
Three days, $1,800 per attendee, plus the T&E of the instructor, cost and T&E of The Workshop Manager, cost and T&E of the CustomerCentric Selling® Coaches and the cost of shipping the manuals. (For every three attendees, an internal or external coach is required. It is extremely beneficial to have at least one internal coach from sales.)

Prerequisite for Internal Coaches
Previously attended a CustomerCentric Selling® Workshop.

Prerequisite for Attendees
None
  
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