You can also compensate based on the annual contract value (ACV).However, one-year and two-year contracts are very exceptional.The one-year contract is a very exceptional case.Depending on your overall sales goals, aThree years of credit may be too much for you.It may be best to get one or two years of credit up front.Managers never want… Continue reading Compensate based on the annual contract value
In one of our business cases, we had growing pains in terms of customer satisfaction prior to this.Their core client satisfaction at this point was good.The fact that we were able to implement the system on schedule turned out to be a very good thing.This not only helped with customer satisfaction but also with revenue… Continue reading What is the pain you have for customer satisfaction?
The indicators relate to customer-specific SLAs, usually for large customers.These SLAs are often subject to financial penalties in case of non-compliance, so of course they need to be closely monitored.95% of all customer-specific SLAs is the bar I use, and anything below 90% is a red herring.Anything above this level is fine, but 100% in… Continue reading Importance of daily interface
One thing to consider is to have a bonus plan for people outside of the business development team for items that would have a financial impact on them.In this case, the person in charge of customer management also falls into that category.The project manager shouldProject managers who are responsible for timely and efficient implementations also… Continue reading Importance of having a bonus plan in place
What has worked well for me in medium-sized accounts istime to have both a delivery interface and a business interface.First, there needs to be a point of contact for customers to call with questions/concerns about the service.For this role, you need to be proactive in communicating how the infrastructure you are managing is working.For this… Continue reading On thinking about support models in terms of effectiveness and cost