Revenue generation is no longer the exclusivity of Sales. Marketing, Sales and Services (or Customer Success) all take charge of stages in your customer journey. Most probably Marketing is in the lead (or in control) first, before Sales takes over till customer engagement. Finally, your Services (Customer Success) own the relation with the client. As illustrated in the image, your customer journey should operate - if optimised - as a perpetuum mobile. However, at each handover moment, there is a risk to lose traction with the customer. Here we will especially focus on the handover from Services back to Marketing (or Sales), when leads and opportunities are identified in existing clients, and need to be picked up
How to make our IT, Finance, Legal, Marketing, Fiscal, HR, ... experts pay attention to other needs our clients may have?
How to grow our experts from being task-oriented only to task- and people-oriented?
Who is skilled enough to make the shift from expert to ambassador?
Why is it a no brainer for our organisation and our experts - what's in it for them? - to run such a Services Ambassadors program?
What is the reference behavior expected from an ambassador?
We run a short survey first - with a representative number of experts - to help us understand:
- The existing (dis-)comfort zones of the participants in terms of customer communication and collaboration
- The products and services that require additional market push
- The materials available to promote your products or services
- The client contacts your experts are usually dealing with
- The expectations from your experts to make them more at ease in interactions with clients
The survey will rightsize and tailor the scope of the Services Ambassadors program, leading to instant buy-in from the participants