What is preventing your business from delivering better customer outcomes?

Click yes on what is preventing your business from delivering better customer outcomes.

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Constantly having to take on business that is challenging for us.

If you were a customer, would it help you deliver a better outcome if…

Scope

a sales person was able to define a scope that would deliver the outcome and remove items that would increase the difficulty to achieve the outcome?

No, I would continue to have loyalty to my existing supplier.

Collaboration

you felt confident to engage a sales person early to define the capabilities you need to achieve your objective?

No, I would not share with a sales person, particularly if I thought they would use it against me.

Internal Clarity

a sales person worked with you to define a success criteria that could be approved by the internal delivery team?

No, I would judge everything on its merits and try to have a standard set of specifications.

Lack of understanding what true success looks like for our customers.

As a customer would it help deliver a better outcome if…

Clarity

a sales person understands exactly what you want, it is tangible and clear about what the outcome will be?

No, I prefer sales people give me the full list of features.

Respect

a sales person respects your experience, knowledge and capabilities?

No, I will listen to them on their merits regardless of how I feel about the person.

Understanding

a sales person takes the time to understand what is important to you personally?

No, I would prefer they didn’t try to understand what success looks like for me.

Lack of resources.

As a customer would it help to deliver a better outcome if…

Scope

a sales person avoids unnecessary complexity that may delay or impact the outcome you are hoping for?

No, I will develop the list of requirements and actions and then go out to market.

Minimise Waste

a sales person supports your timelines by eliminating unnecessary work you do not value or have agreed to that could risk the timelines?

No, I appreciate sales people trying to push a sale on to me, even if I will never buy.

Capable

a sales person because they value your success are transparent about their capabilities?

No, I expect sales people to only work with me when I have a budget approved and know what the solution is.

Challenging Customer Expectations.

As a customer when you know you have challenging expectations would it help if…

Transparency

a sales person appreciates what you need and at the same time transparent about potential challenges that maybe faced?

No, I expect sales people to have the expertise and convince me of the value of their product.

Realistic

a sales person is more realistic rather than optimistic?

No, I appreciate when sales people tell me features of their product and I make up my own mind.

Integrity

a sales person was willing to walk away from an opportunity knowing they would not deliver rather than take the opportunity and deal with your frustration when you can’t back out?

No, I expect sales people to only work with me when I have a budget approved and know what the solution is.

Relying on third parties.

As a customer when you know third parties will be involved, would it help if…

Tangible Outcome

the tangible deliverables that would drive the success were well understood and documented to the third party and agreed by the third party?

No, it is not the responsibility of a sales person to understand that.

Success

the third party very clearly understood what success looks like for you and what their role is?

No, I don’t think it impacts.

Accountability

the third party can be held accountable for what they have to deliver?

No, I don’t like feeling pressured even when i know I should make the decision.

Desperate to win the business.

As a customer would it help deliver a better outcome if…

Deliver

a sales person took the time to ensure they could deliver the outcome?

No, I would rather they tell me what and get on with it.

Value

a sales person let you decide if it is valuable to you?

No, I would rather they just tell me about the features and benefits and I make up my own mind.

Simplify

a sales person avoids making it more complicated than it needs to be?

No, I understand sales people earn a living telling me what they have.

Our internal processes.

As a customer would it help to avoid a supplier’s internal issues if…

Standard

you feel it is part of the business’ core business?

No, If I don’t understand it, means it will be too disruptive and complicated

Thorough

a sales person could demonstrate they were committed to your success and therefore took the time to gather all the information they needed?

No, should be able to explain the solution so I don’t have to put the effort in.

Tangible

a sales person was considering the people and teams doing the work and were getting them involved to sign-off they could do the work?

No, if they can’t explain the solution they haven’t done their homework.

Will Customer Intimacy help your business success?

Clicked Yes? Do your sales people do this today? Not Sure?

X

Unlikely Customer Intimacy will help your business?

If you clicked no on the capabilities, it just means customer intimacy may not be what your business needs to improve customer outcomes.

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