The CallSource Prime Solution #7: Discovery

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Today’s Agenda Your week in review Discovery What’s next... ?

Your Your week in review...

Value Leverage Product Process Performance

Performance 1.Strategic partnership 2.Investment 3.Our relationship is valuable

Discovery 1.Profile ideal customer 2.Match profile 3.CUSTOMIZED engagement strategy

The Ideal Customer?

Opportunity managementOpportunity management Customized engagement strategyCustomized engagement strategy Constructive engagementConstructive engagement Level of accessLevel of access

Creating the strategyCreating the strategy Optimum point of entryOptimum point of entry

Initiate first contact People like them? Issues? Their issues? Diagnostics Trends Know customer?

Diagnostic Agreement Sets tone Sets the stage Future conversations Agenda Homework What information?

Build Perception Professional Mutual respect Trust Competent Well versed Source of competitive advantage

Customers buy... Outcomes - results Expertise Dependability Trustworthiness

Three Protocols 1.Value Maximization 2.Decision Acuity 3.Return Optimization

Three Protocols Value Maximization Delivering the highest possible level of value, impacting the customer at three levels of value: Product, Process and Performance.

Three Protocols Decision Acuity Disclosing what the customer must do to buy, implement and use our solution, we operate at the interactive level of decision-making (instead of reactive or proactive), which allows the customer to make an informed decision.

Three Protocols Return Optimization By providing implementation support, including tools, specific direction and assistance, and providing ongoing support to our customer, we enable our customer to achieve the greatest value and desired outcome for our solution.

The Five Barriers to Keeping Value Promises

Five Barriers 1. Relevancy When we define the value instead of delivering what the customer thinks is valuable. 2. Inflation When we don’t talk about the TOTAL COST of buying, implementing and using the solution.

Five Barriers 3. Comprehension When the customer doesn’t fully understand their problems and possible solutions. 4. Dilution When we compete on price because we treat our solutions as commodities.

Five Barriers 5. Implementation When the customer cannot get our solution to work as we promised and we blame the customer for faulty implementation. This could be cultural, lack of resources, lack of following directions/suggestions.

The Prime Solution Discovery

The Prime Solution Diagnosis

The Prime Solution Design

The Prime Solution Delivery

WHEN THEY FEEL THE PAIN THEY MAKE THE CHANGE!

What’s Next... Identify the CallSource product attributes that create loyalty and satisfaction among our customers. Identify the CallSource service attributes that create loyalty and satisfaction among our customers. Define the markets addressed by the CallSource solution. Identify the potential value that the CallSource solutions offer to the group of customers we want to serve.