Answer this question honestly now. Think about this.
Are your customers crying for HELP!!!
Are you really listening to see if this is the case.
It's both surprising and sad that there are so many customers out there that are crying for help after they buy a product from us; and yet for some reason, we in tech don't seem to be listening. And we cut ourselves off from the tremendous opportunity for services revenue not to mention the customer relationship. We make the deal, then move on....what a costly way to build a business. Why not try to forge deeper customer relationships with the customers we win...seems to me it would be a lower cost of customer acquisition.
We suffer from a build it, ship it, build the next one, mentality. It might be worthwhile to really look at how difficult it is for a customer to deploy what we make. I know this sounds obvious, but believe me...I've been working with three companies over the past 3 months, and this deployment topic is the one that puzzles me. We are obsessed with shipping product, but we minimize the logistics and hiccups that customers will experience when trying to use our products effectively, EFFECTIVELY, in their environments.
If you want to make it easier to do business, and ramp your revenue, have your team take a hard look at the customer experience. If you do this by playing "devil's advocate", I think you'll find at least 10 different ways you can make it easier for your customers to say "yes" again and again.
See you soon...
Wendy
author/advisor/knee deep in my book!
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