Leverage Your Key Success
Customers for More Effective Sales
In my experience
participating in and supporting enterprise sales organizations, a few
universals truths have become apparent. Effective selling starts with
relationships, but is grounded in the ability to quickly establish
credibility.
How prospective and existing
customers view you is important to not only how much they buy from your
company, but how quickly you can close a deal. Being the go-to person—the
trusted business advisor—is the hallmark of every successful sales rep. The
bad news is that getting there’s not always easy, especially in today’s
economy when buyers aren’t listening, much less buying.
Selling has reached a
heightened level of difficulty, especially in an environment where there is
overwhelming competition and so much noise in the market about
ROI (news
-alert)
and shareholder value. As we mentioned in previous articles in our Beyond
References Series, battle-weary CIOs and other technology buyers are content
with the status quo. Breaking out of the status quo mindset requires CIOs to
move past the fear and high risk of making the wrong decision. The good news
is that you can increase the likelihood of becoming a trusted business
advisor, and of breaking the status quo by effectively informing your
solution selling process with strategic and tactical customer leverage
activities.
Leveraging reference
customers changes the dynamics of your relationships with prospective and
existing customers: it seamlessly moves you from “sales rep” to “advisor” by
highlighting the breadth and depth of your knowledge and experience. (This
means that customers answer the phone and, in many cases, will pick up the
phone and call you.) After all, as a buyer, whom would you be more likely to
trust? A sales rep spouting the same “solution-selling” advantages and
benefits as every other rep out there, or an advisor who demonstrates
knowledge by providing real-world successes of their solutions at work with
actual customers that had similar challenges and business goals to your
prospects?
Now exactly how
you effectively leverage customers to become a trusted business advisor
depends on where you are in the buying cycle, so let’s look at a simplified
version in which your goal is to move the prospect from awareness and
interest to consideration, purchase and loyalty. And in doing so, you will
move from “rep” to “advisor,” minimize the need for lengthy and expensive
proofs of concepts and technical demonstrations, and even better, accelerate
and positively impact your sales.
Leverage Customers to
Generate Awareness and Interest
Successful sales
professionals trust and credibility by demonstrating, over time, the depth
and breadth of expertise, and ability to listen and articulate a solution.
Share customer success stories, press and other reference activities that
allow you to demonstrate, not tell, how other customers have successfully
implemented your company’s solutions. And don’t just call on prospects and
customers with something to sell—call to share industry-relevant information
and news your customers and prospects can use.
One of the biggest
challenges facing sales reps who sell large enterprise solutions is time. To
meet monthly, quarterly or annual quotas, reps must make sure they have
profiled, prospected and engaged the “right” potential customers—without
getting stuck in endless, expensive cycles that ultimately go nowhere.
Leveraging customer references in this phase of the process allows you to
hone in on prospects that share similar challenges as those faced by your
existing customers. Customer case studies and ROI models, as well as your
own industry knowledge, allow you to illustrate key metrics that resonate
with like prospects.
For example, if your key
existing customers are CIOs, you know that the same messaging, trends,
challenges, metrics, and successful solution executions that attracted them
will resonate among like buyers. Because your successful customers were
concerned with scalability, revenue creation, customer satisfaction and cost
reduction, like prospects will appreciate your first-hand knowledge of how
your solution impacted others in those areas. Showcase your past successes
and expertise to provide value from the very first contact with
prospects—the sooner you initiate these types of conversations during the
buying cycle, the faster you will qualify your company and establish
yourself as a valued advisor. And the faster you qualify your solution and
establish trust, the more you earn and the more time you save.
Leverage Customers to
Facilitate Consideration
Once a prospect expresses
interest and becomes a qualified lead, mobilize your company’s arsenal of
customer leverage tools to move the prospect to the next stage in the buying
cycle. If you’ve been diligent about creating touch points with prospects
and customers during the awareness and interest stages, chances are high
that they will begin to see you not just as a “rep,” but as a knowledgeable
business advisor. You may not be completely “trusted” at this point, but
that, too, will come. At this stage in the buying cycle, being a business
advisor means mobilizing your company’s internal resources to demonstrate
proven solutions and reduce perceived risk to the buyer.
A variety of activities
might occur during a prospect’s consideration phase. For instance, suppose
your buyer issues an RFP (Request-for-Proposal). We’ve all heard the horror
stories about wasted time and resources on RFPs. Every rep familiar with
solution selling knows that any effort expended on an RFP may well be in
vain unless you’re in column “A”; unless your own sales team moved the
prospect from latent to active pain and helped build a solution vision. To
present a solution that exceeds your prospect’s requirements, mobilize your
customer reference program’s success customers. Leverage customers to
demonstrate the business value of your company’s solution. Leverage like
customer successes to fill your RFP with undeniable and intriguing proof
points.
Again, your goal here is to
become a trusted business advisor, to remain at the forefront of your
customer’s mind in the face of competing solutions. Proof points such as
implementation best practices, ROI and TCO studies are all tools that fuel a
full court press in moving the sales opportunity to purchase.
Leverage Customers to Close
the Sale
Your prospect has narrowed
the list down to two finalists—your company is one of them. Your customer’s
priority is to measure value by evaluating costs, benefits, time to
implementation, etc. And it’s during the finals when customer leverage gives
you the greatest edge over your competitors by demonstrating value through
customer successes.
Closing the sale is not
about adding another win to your scorecard nor is it about successfully
demonstrating how you’ve made customer references available to your
potential buyer. Closing the sale is about building a sustainable level of
trust with a prospect; it’s about helping the prospect see the genuine
benefits of establishing a long-term relationship with your company.
Customer leverage is also dependent upon relationships. Successfully
demonstrating to your prospects how your company has built mutually
beneficial relationships with its strategic customers by forecasting and
responding to needs can accelerate the decision-making process in committing
to the sale.
Sales reps that showcase
successful customer solutions at work will outpace close competitors. Look
at it from a prospect’s eyes. All else being relatively equal, which company
would you rather buy from? The one that respects and treats customers as the
vitally important strategic assets they are, or the one that offers
reference calls, and no more? Leverage your customers. Become the go-to
business advisor and expert in your space. That’s how business is closed.
Close the Loop: Leverage
Your Newly Satisfied Customers
Your role as trusted
business advisor does not end once you close the sale. A win is the
beginning of a new phase in the evolution of your relationship; it’s where
your success may loop back and serve you and your company repeatedly.
Leveraging customers helps you become a trusted business advisor. Becoming a
trusted business advisor allows you to win. Wins then become company
assets—assets you and others within your company may leverage to accelerate
sales in like situations. Ultimately, reps that win—companies that win—are
those that fold success customers into reference programs for future
leverage purposes.
Dianna
Sadlouskos is a Principal of Phelon Consulting. Dianna Sadlouskos has 20
years experience in helping public and private sector organizations optimize
performance through development and execution of business, information
technology education, and marketing strategies. In addition to being a
Principal at PricewaterhouseCoopers Consulting, Ms. Sadlouskos most recently
held positions at Microsoft Corporation and IBM Corporation. She may be
contacted at
[email protected].
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