Quarterly Business Reviews

Customers need to be constantly reminded of the primary objectives that led to the purchase and usage of the product. Prior to engaging in any renewal, expansion, extension conversations, all open issues and any topics of dissatisfaction with the product should be addressed. Unfortunately, most companies fall short of getting into a cadence of conversations during the course of the contract. Lack of bandwidth, fear of annoying the customer, logistical constraints, personnel changes and competing priorities are often the most common reasons for the inability to secure time with the customer.

We have learnt through our experience in various verticals that customers prefer a communication cadence that is predictable and outcome driven. We can help formulate and execute structured updates with the customer that are highly effective in maintaining the balance between product satisfaction, return on investment and potential renewals and expansion opportunities. The structure and content of the updates can be reviewed and finalized with the customer prior to the closure of the deal and scheduled quarterly or monthly depending on customer’s timelines and expectations.

Customer Feedback and Testimonial Management

If you have a conventional approach to managing customer feedback where you resort to quick appeasement (if the feedback is negative) or complacent inaction (if the feedback is neutral or positive) then you are missing opportunities that can help your business leapfrog over non technical milestones.

Customer testimonials that can be shared publicly are always hard if not impossible to get and are always treated as a commodity that gets abused. Due to this chasing customers for a testimonial is not only tedious but can also backfire from an overall customer experience perspective.

Since we have been customers ourselves we can see both sides of the coin and have developed methods and tactics that make customers less reluctant to provide testimonials. These methods are highly dependent on the products, services offered and the sales strategies supporting them.