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Customer Relationship Development Program
Retain More of Your Current Customers, Create More New Customers,
Help Your Customers Define Your Business!
Our Customer Relationship Development Program is tailored to make the most of each client's specific business situation and future aspirations. It is delivered as a stand-alone program, or as the centerpiece of our Business Development Program, immediately following our Team Launch Workshop.
Customer Relationship Development typically progresses through these four phases over a period of 1 to 3 months:
The customers define businesses with those simple choices above. Therefore, a Winning Business HELPS its customers to define its business in ways that the customers like better than other suppliers of similar products. Customers will strongly prefer to buy products they helped to define from businesses they helped to define.
In our experience, too many business managers and executives do not take full advantage of the latent power of their customer relationships:
Our Customer Integration Program unites a small number of people with diverse education, experience, and temperaments into empowered cross-functional teams. We typically begin by helping managers select team members who represent a broad cross-section of internal groups with the biggest stakes in the potential outcomes of the program.
During a typical Customer Integrations Program, we train and coach those teams of people though a logical sequence of program stages to:
We help people get out of their endless string of internal meetings and get into in their customers' ecosystems. That's where team members learn about the customers and about each other in ways that will lead to:
Our Customer Interviews Workshop presents the skills and processes that we have developed over the past 15 years in a concise 1-day interactive workshop.
Interview teams learn a lot in our Customer Interview Workshop, but the development of the skills and the effective use of the processes needed to become a proficient interview team takes practice and a process of continual improvement.
That process of continual improvement proceeds much faster and reaches higher levels of proficiency if the interview teams have a coach, particularly during the first 10 or 20 interviews, where both good and bad habits are most like to become well established.
We deploy a coach to travel with the teams. The coach facilitates the briefings and debriefings, applies just-in-time training between interviews, and helps the team members to overcome the inevitable disappointments that come with learning a new skill or adopting a new process.
Our coach participates as an observer during the interviews, much like a sports coach would do. We only rarely engage in the interview process, e.g. to help an interviewer in a particularly difficult situation.
The process described so far is very similar to the first phases of the Quality Function Deployment Process, as it was defined and adopted in Japan beginning in the 1950s. Adoption of QFD by the western cultures too often diminished the importance of the human relationships between the people in the business and its customers. In the Japanese culture, that was taken more or less for granted. In the western cultures, it was converted to a more structured, more data driven process.
The process we use in our Customer Relationship Development Programs is strongly relationship-based, rather than data-based. Therefore the outcome is relatively unstructured, like a conversation among friends.
Statistical data reduction process are not applicable.We offer coaching and training to help the interview teams create winning solutions using a rational process similar to the Japanese version of QFD:
Cross-functional Customer Interview Teams create excellent project plans based on their shared knowledge of their potential customers and their shared experiences in creating their own prioritized list of solutions together.
Even more important, teams members who have created their own plans together, based on the experiences they shared with their potential customers and the knowledge they acquired during those experiences, will move mountains to do what they have planned to do.
Cross-functional teams of people who skillfully use our Customer Interview Processes will win customers from competitors who define their businesses, their products, and their customers using more conventional methods within conventional hierarchical organizations.
To learn more about our Customer Customer Relationship Development
please Contact DeltaNet, and use any of the methods listed there to reach us.