View
0
Download
0
Category
Preview:
Citation preview
Key Account and Customer Success Roadmap
Creating a roadmap that drives client results
1
Who is Jermaine?Jermaine Edwards - Director, Author and Customer Growth and Customer Relationship Specialist
Jermaine is a multi business owner, 10 years in sales, sales management and key account management. Last two years he has helped organisations across the UK, Europe and US like Gartner, Dell understand how to create meaningful and profitable relationships with their key customers.
2
What’s inside?
Objectives Page 4
Why this, Why now? Page 7
Client Audit Page 14
❖ Assumptions Framework
Client Journey Page 31
❖ Identify the Journey❖ Apply growth maps
3
Client Actions Page 55
❖ Create the flow❖ Schedule the time❖ Own the outcome
What Now? Page 63
❖ Goals, reflection and feedback
Objectives
4
Help you get visibility of the hidden opportunities to greater client sales and relationship success.
Create a clear roadmap that gives you decisive actions to gain maximum results of all
opportunities for yours and your clients benefit.
5
How are we going to get there?
+ True view of customer value and opportunity
+ Customer growth roadmap aligning key account plan and customer success
+ Key actions needed to deliver outcomes
6
The business case for change
Why this? Why now?
7
WE CAN CHOOSE...
8
RResults you get that aren’t measurable or repeatable.
ANDOM ACTS OF SUCCESS !
9
Those that don’t:
● Leave thousands in lifetime value on the table.
● Leave their client relationships open to competitive advantage.
● Leave no compelling and unrivalled value that makes them irreplaceable.
10
11
RECURRING ACTS OF SUCCESS !
Results you CAN measure and repeat.
Those that do:
● Keep thousands in lifetime value.● Protect their most important client
relationships.
● Create unique advantage that makes them irreplaceable.
12
What you do with your customers attention matters!!!
13
Client AuditValidating and eliminating false assumptions to
make way for new opportunities
14
Assumption Framework
15
”One of the greatest barriers to insight is holding on to a flawed assumption. But these assumptions are usually unconscious. We don't even know we're making them. So they're difficult to spot and to correct.” - Dr Gary Klein
16
What do you most want for your customers?
17
What do you know about your customers today that impacts the way you do business with them?
18
NOTES:
What don’t you know about your customers today that impacts the way you do business with them?
19
NOTES:
What do you need to know about your customers today that may impact the way you do business with them?
20
NOTES:
What do we do with these assumptions and new understandings?
ASK
What are the 3-5 most important questions you should be asking your customers in your next meeting/conversation?
23
NOTES:
STOPASKWhat are the 2-3 things that do not contribute to the outcome delivering for you and your client?
24
25
NOTES:
STARTSTOPASKWhat are the 3-5 most important actions or activities you should start from this week?
27
NOTES:
CHANGESTARTSTOPASK
What are the 2-3 things that may need to change to make the outcome possible to achieve?
28
29
NOTES:
Summary
● Know what you want most for your customers.This will be part of defining your criteria for activity.
● Use the Ask, Stop, Start, Change to make positive steps to improving your choices.
30
Client JourneyDiscovering growth opportunities
31
Identify the journey
32
What is a customer map?
33
Visualisation of a customers, objectives, needs, feelings and barriers throughout
your relationship with them...
34
35
12-18 months out...
36
Who is your customer trying to become?
37
NOTES:
Getting Results
You can produce and facilitate..
Not getting better
In order to help them. You need them to become
better customers..more open, better users etc..
38
Does what we do TODAY create better customers?...
39
NOTES:
Growth point
What they need tomorrow?
Objectives, needs, feelings and barriers...
What they need today?
Objectives, needs, feelings and barriers...
Start
Where are they today?
Objectives, needs, feelings and barriers...
What they don’t know they need?
Objectives, needs, feelings and barriers...
Acceleration pointValue point
40
What is your customer map?
41
BeginningObjectives
Today Objectives
Tomorrow Objectives
Future Objectives
Feelings, barriers & needs
Feelings, barriers & needs
Feelings, barriers & needs
Feelings, barriers & needs
42
NOTES:
Identify the white, blue and red
43
Growth MapsKnown
opportunities
New undiscovered
IdentifiedRisks
Growth
44
Anything that might prevent you deepening trust, delivering for your
client, gain influence and grow opportunity.
Known opportunities
New undiscovered
IdentifiedRisks
Growth
45
Four Common Risks...
46
Risk of personal gain/loss - What’s in it for me?
Risk of external perception - What will people say/think?
Risk of future result - Will I regret this later?
Risk of present cost - What will this actually take?
47
NOTES:
Current services, opportunities,
upsells that are known to you and
your client but unexplored
Known opportunities
New undiscovered
IdentifiedRisks
Growth
48
Opportunity Questions...
49
What is the naturally next step for a client specific points in their journey with us?
How do we know? When is it and why?
50
NOTES:
Opportunities unknown to you and your client that could significantly accelerate your results
together.
Known opportunitiesNew
undiscovered
IdentifiedRisks
Growth
51
Discovery Questions...
52
What insight do you have about your customer that they don’t have?
What do you know about the depth and value of your services that you haven’t full explored?
53
NOTES:
Summary
● Understand who your customers are trying to become.
● Critique the activities that do not make better customers and achieve their result.
54
Client ActionsOwning the Outcome
55
Create the Flow
56
57
58
Start Today Tomorrow
Future
Schedule what gets done...
59
What could you realistic change today?...
When could you start?...
What might get in the way?
60
NOTES:
Own the outcome...
61
How will you decide who does what?...
How will you measure success?...
62
NOTES:
What now?
63
Goals, Reflection and Feedback
64
ReflectionTake 3 min to write down biggest learning from that exercise for you...
65
66
NOTES:
Doing the right activity will get you a result. but, Having the right intention will
give you greater impact
67
What you do with your customers attention matters!!!
68
Thank you
69
Key Account and Customer Success Roadmap
Creating a roadmap that drives client results
70
Recommended