The CallSource The CallSource Prime Solution #7:Prime Solution #7:

DiscoveryDiscovery

Our call is being Our call is being recorded . . .recorded . . .

Today’s AgendaToday’s Agenda

• Your week in review• Discovery• What’s next . . . ?

YourYour week in review . . .

Value LeverageValue Leverage

• Product• Process• Performance

PerformancePerformance

1. Strategic partnership

2. Investment3. Our

relationship is valuable

DiscoveryDiscovery

1.Profile ideal customer

2.Match profile3.CUSTOMIZED

engagement strategy

The Ideal Customer?The Ideal Customer?

•Opportunity Opportunity managementmanagement

•Customized Customized engagement engagement strategystrategy•Constructive Constructive engagementengagement

•Level of accessLevel of access

•Creating Creating the the strategystrategy

•Optimum Optimum point of point of entryentry

Initiate first contactInitiate first contact• People like

them?• Issues?• Their issues?• Diagnostics• Trends• Know customer?

Diagnostic AgreementDiagnostic Agreement

• Sets tone• Sets the stage• Future

conversations• Agenda• Homework• What information?

Build PerceptionBuild Perception

• Professional• Mutual respect• Trust• Competent• Well versed• Source of

competitive advantage

Customers buy . . .Customers buy . . .

• Outcomes - results

• Expertise• Dependability• Trustworthiness

Three ProtocolsThree Protocols

1. Value Maximization

2. Decision Acuity3. Return

Optimization

Three ProtocolsThree Protocols

Value Maximization

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

Three ProtocolsThree 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 ProtocolsThree 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 The Five Barriers Barriers

to to Keeping Keeping

Value Value PromisesPromises

Five BarriersFive Barriers

1. RelevancyWhen we define the value instead of delivering what the customer thinks is valuable.

2. InflationWhen we don’t talk about the TOTAL COST of buying, implementing and using the solution.

Five BarriersFive Barriers3. ComprehensionWhen the customer doesn’t fully understand their problems and possible solutions.

4. DilutionWhen we compete on price because we treat our solutions as commodities.

Five BarriersFive 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 SolutionThe Prime Solution

Discovery

The Prime SolutionThe Prime Solution

Diagnosis

The Prime SolutionThe Prime Solution

Design

The Prime SolutionThe Prime Solution

Delivery

WHEN THEY WHEN THEY FEELFEEL THE PAIN THE PAIN THEY THEY MAKEMAKE THE CHANGE! THE CHANGE!

What’s Next . . .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.