Linkedin Customer Support
- 1. Establishing Value Customers have goals & needs – How we help them meet and exceed those goals is how we establish the critical value of services to their business. Customers Buy Results – which are communicated with Value Customers will not likely pay for something they don’t Value Align the activities of Service providers to customer goals, establish and communicate the value of those activities and develop the critical business partnership to begin asking for increased compensation for services.
- 2. Proactively Looking for Customer Problems Aligning services that focus on customer problems allows us to find the missing pieces of the customer’s puzzle. Delivering & Proving the Value of Services allows us to supply the missing piece of the puzzle and become a valued business partner.
- 3. Align activities to customer goals and establish value for services Customer Team meetings to define/refine our knowledge of the customer’s goals and metrics Guide teams to value selling of services Review of “Issues Lists” - align & prioritize activities with concentration on building Value Evaluate & quantify benefits of recent and existing activities Communicate these values to the customer Search for unknown & outside the box activities that can provide additional value to the customer Quantify all value added services and utilize these as appropriate within the account strategy
- 4. Raising the bar for Excellence - Team Training: Creating Value Value Based Services Consultative sales strategy Breakthrough project management Preparing pre-sale business orientated content to decision makers Deliver customer focused technical sales presentation Ongoing Brown Bag Technical Seminars Manage time and multiple priorities Customer interaction; building relationships Manage change Accountability & Ownership Account Management Bi-Weekly Technical Training Technical Training on Key Topics
- 5. Sales Tools – Technical selling of Services Initial menu of service & consulting offerings Focus offerings towards flexible solutions customized for each customer Provide customer with access to “Total Solution” Services Menu Test Vector Conversion Software Hardware options Software options Do-it-yourself with Consulting Help Bundle System Training Hardware Options Software Options Special Training Customized Training Follow Up Plan DUT Board Development Training & Consulting Brown Bags Seminars Test Program Development Consulting Services 3 rd Party Services Test System Access Providing Services 3 rd Parties providers Local Production Test House Services Available Probers Handlers Downstream Production Installed base support Support Structure Ramp Services
- 6. Steps to Productizing Services Engage customers to determine critical needs and principal benefits of services and integrate these findings with external and competitive market data Definitions, descriptions, components and classifications of each individual service and support offering Focus on Core Competencies initially and develop further skill sets to match customer needs Service product packaging (i.e. in terms of whether the service would be sold as a standalone and/or "bundled" product with other service offerings) Pricing methodology (i.e., whether the services will be priced on a retail or discounted basis, etc.) Mode of delivery (i.e., how the service will be delivered to the end user) Analyzing competitive offerings The Productized Services should ultimately offer the customer a choice of services that support the partnership between the customer and our Company – not define it.