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We’ve all had experiences of where being a customer or a potential customer has not been a pleasant one. Faceless corporations are often guilty of not being able to provide the personalised touches customers crave in today’s fickle society.

The ones who get it right will win through. The Amazons, who know what you’ve bought and proactively recommend ‘stuff you might like’… the First Direct’s (The UK’s first telephone banking service) whose call centre staff are positively encouraged to have personalities and to not be robots and the Virgin Atlantics who steal business from their competition by continuously innovating.

The ones who ignore these new rules will fail… they already are.
We wanted to get a CEO’s perspective on how customers should really be treated. Aaron McCormack is CEO of BT’s Conferencing and Collaboration businesses worldwide with revenues of over $500m and 1200 people.

Aaron has climbed the ranks of BT and has always put customers at the heart of his strategy and vision and we are fortunate today to get the second part of his view from the top.

Image via Wikipedia

We’ve all had experiences of where being a customer or a potential customer has not been a pleasant one. Faceless corporations are often guilty of not being able to provide the personalised touches customers crave in today’s fickle society.

The ones who get it right will win through. The Amazons, who know what you’ve bought and proactively recommend ‘stuff you might like’… the First Direct’s (The UK’s first telephone banking service) whose call centre staff are positively encouraged to have personalities and to not be robots and the Virgin Atlantics who steal business from their competition by continuously innovating.

The ones who ignore these new rules will fail… they already are.

We wanted to get a CEO’s perspective on how customers should really be treated. Aaron McCormack is CEO of BT’s Conferencing and Collaboration businesses worldwide with revenues of over $500m and 1200 people.

Aaron has climbed the ranks of BT and has always put customers at the heart of his strategy and vision and we are fortunate today to get his view from the top.

The introduction will then appear below…

Welcome to The 8.45 Club.
You have just been reading part of a lesson from The Art of Account Management - one of our video-based ecourses.
To see the video which has just been introduced above and the other 34 lessons in the course, as well as receiving the complete course syallabus, please register for a free trial here.

]]> http://account-management-training.the845club.com/2009/01/account-management-training-test-drive/feed/ 0 http://account-management-training.the845club.com/2008/12/win-loss-analysis-how-to-do-it/ http://account-management-training.the845club.com/2008/12/win-loss-analysis-how-to-do-it/#comments Thu, 18 Dec 2008 12:10:02 +0000 markcopeman http://the845club.com/?p=730 Advicelet benefits: Find out what your customers and prospects are really thinking. Stop second guessing them and change your processes accordingly.

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In our second part of this revealing subject on getting the best market intelligence your sales and marketing teams could wish for, Chris Bowyer, Sales Director extraordinaire and win loss analysis expert (we can call him that because he’s done dozens of them as an independent) is back in the studio.

Today, Chris reveals some of his secrets to first of all securing a win or loss interview, and then goes on to explain the process he uses as an independent to get the most from the report and ensure that it does not get dusty on a shelf.

Whilst Chris speaks from an independent’s perspective, there is no question that this advice can be followed by someone from the selling organisation – although as we discuss – they do need to be independent of the sales process which has just gone on.

This is such a great example of how advice in The 8.45 Club can be absorbed and then acted on … today – so there’s our challenge to you… start the video and take action immediately.

This lesson can only be viewed by registering for this course.
Use the links on the right.

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• The Purchasing Process: How To Engage Your Potential Customers
• A Better Selling Model
• Implications, Emotion In Marketing and Sales

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