Do you need to establish a documented Customer Engagement Process for your telesales, sales and customer service organization that identifies players, activities, sales tools and collaboration requirements for internal resources and customers?

"People seldom improve when they have no other model but themselves to copy after." Goldsmith

A roadmap documenting the elements of a process for engaging a customer. The process includes engaging the customer during the following phases:

• Lead Qualification
  
  
• Selling the Solution
  
  
• Implementing the Solution
  
  
• Maintaining the Account
  

This roadmap includes all aspects of a customer engagement: from the players and activities involved to the relationships that need to be developed along the way. Key elements of the process are the collaboration and criteria required to move through the process.

"I've been able to leverage Cindi's professional services for developing effective programs that directly impacted the bottom line. She derived complete end-to-end customer engagement strategies and executed on numerous comprehensive campaigns in weeks, which I expected would take months to complete." Bernard Gutnick, VP of Product Marketing More Testimonials »

• Engages in a working partnership and process based on collaboration and mutual trust.
  
  
• Develops a working partnership with client to:
  
  

  Clarify business goals and objectives. Identify the process used to engage the customer. Assess aspects of the process including: Players involved Activities to be accomplished Sales tools utilized Criteria for moving through steps in the process Skills and techniques used throughout the process. Document the process and provide a roadmap to those personnel who interact with the customer. Provide training on the process to anyone involved in the process as well as specific training on sales tools, and skills and techniques utilized. Develop a reinforcement strategy to ensure retention of information, behavior change and adherence to the process.

"The price of success is hard work, dedication to the job at hand, and the determination that whether we win or lose, we have applied the best of ourselves to the task at hand." Vince Lombardi, NFL Coach

• A comprehensive Customer Engagement Process that can be used to:
  
  
  • Provide a customized roadmap to sales personnel to ensure a successful sales engagement.
    
    
  • Engage the appropriate personnel at the appropriate time.
    
    
  • Hold sales personnel accountable for where they are in the process.
    
    
  • Track the status of a sales engagement.
    
    
  • Identify when to utilize specific sales tools.
    
    
  • List criteria must be met in order to move to the next step in the process.
    
    
  • Forecast potential revenue stream.
    
  
  
• Not needing to utilize resources within your organization to:
  
  
  • Document a current process for engaging a customer.
    
    
  • Develop and implement a Customer Engagement Process.
    
    
  • Train personnel on all aspects of the plan.