How to Engage Your Customer's Top Level Executives

How to Engage Your Customer's Top Level Executives

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  GET YOUR TWEET ONAND JOIN THE CONVERSATION . #CSWEBINAR @GETAMITY + @KRISTENHAYE R A LITTLE HOUSE KEEPING How to Engage Your Customer’s Top Level Executives
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  GETAMITY.COM/DEMO • Centralize yourdata • Automate heath scoring • Stop operating in Excel • Collaborate on playbooks MAKE YOUR LIFE EASIER
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  How to EngageYour Customer’s Top Level Executives AGENDA Thinking Like an Executive The Executive Relationship Understanding Value Asking Great Questions Discussing Results Providing Value Best Practices
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  How to EngageYour Customer’s Top Level Executives Strategic Long-Term Business-Focused Results-Focused Metrics & Goals Oriented Executives care about the why and the what, not the how. THINKING LIKE AN EXECUTIVE
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  How to EngageYour Customer’s Top Level Executives THE EXECUTIVE RELATIONSHIP Value Discovery Goal- Setting Preliminary Results New Initiatives ROI Technical Discovery Onboarding Enablement Best Practices Renewal KEY CONTACT RELATIONSHIP – Proactive + Tactical EXECUTIVE RELATIONSHIP – Proactive + Strategic
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  How to EngageYour Customer’s Top Level Executives UNDERSTANDING VALUE Revenue • Increases Sales • Reduces Churn • Lowers Costs Time • Saves Time • Increases Efficiency • Limits Manual Work Brand • Develops Consistency • Increases Awareness • Improves Reputation Customers • Builds Engagement • Improves Experience • Minimizes Friction Employees • Creates Engagement • Reduces Turnover • Enables Recruiting Mission • Creates Awareness • Improves Engagement • Develops Community
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  How to EngageYour Customer’s Top Level Executives IMPACT QUESTIONS: Questions about the effects, consequences or implications of the customer’s problem on their business. VALUE QUESTIONS: Questions about the value or usefulness of solving a problem that the customer has expressed. ASKING GREAT QUESTIONS
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  How to EngageYour Customer’s Top Level Executives DISCUSSING RESULTS Build a Goal Plan • Set the expectation that you’ll be setting goals together at the beginning of the relationship (if you can) • Select 2-5 key expectations or outcomes • Work with your client to develop concrete goals to achieve those outcomes Use a Consistent Format • Choose a goal plan format that is easy to read and works well for presentations • Use color coding to quickly indicate whether a goal was achieved or missed • Be consistent across your CS team Candidly Discuss Results • Review both positive and negative results • Talk about why you believe the results are the way they are, ask the executive for their opinion as well • Discuss what you'll be doing to improve negative results, ask the executive for their ideas too
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  How to EngageYour Customer’s Top Level Executives PROVIDING VALUEIndustryInformation • Upcoming Events • Articles • Webinars • Speakers • New Publications • Associations BusinessBest Practices • New Books and Articles • Links to Podcasts and Speakers • Ideas about Metrics and Goal-Setting BenchmarkingData • Data on Use of Your Solution Compared to Similar Companies • Stories About Other Customers Achieving ROI Become a trusted business advisor to the executive!
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  How to EngageYour Customer’s Top Level Executives BEST PRACTICES 1. Focus on data and facts 2. Be direct and candid 3. Ask questions 4. Wait and listen 5. Respect their time 6. Say thank you
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  How to EngageYour Customer’s Top Level Executives KRISTEN HAYER Founder & CEO The Success League Consulting • Coaching • Training • Newsletter • Podcast TheSuccessLeague.io [email protected] GETTING IN TOUCH
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  Q & A Howto Engage Your Customer’s Top Level Executives
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  THANK YOU/ How to EngageYour Customer’s Top Level Executives