Effective Customer Communications

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When dealing with a large customer it is common to have a variety of interaction points. You might have a senior account representative, sales specialists, tele-coverage and a delivery team all with regular contact in your account.

You need to make sure your team is on the same page when dealing with the customer. It is important for all client communications to have the same basic message and theme. Be proactive and pull your team together and get them operating like a well oiled machine. Otherwise you will appear disjointed and communication misfires will occur with the client. You can’t afford to have poor execution impact your customer relationship strategy.

It is critical to have regular team meetings to solidify your communication strategy. You need consistent meetings because conditions and challenges change over time within the same account. Identify the messages that need to be delivered and who will deliver them.

In all likelihood your team is interacting at different levels within the customer account. Your senior account rep is most likely dealing at the executive level, your sales specialists are within the lines of business and the delivery team deep within the bowels of the account.

All of these people need to understand their relation to the other people on their team. They also need to know the impact of their actions on the overall success and profitability of the account. This can be accomplished with your regular meeting.

Getting your team together can also be a gold mine from a sales development perspective. You will be able to query all the customer touch points for information. With different people touching different parts of your account, the information shared can be significant.

Pull your team together and make sure you are all on the same page. It will translate into fewer headaches for you and the customer. It will also give you more opportunity for growth within the account.

Thanks for reading.

Good selling.

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