The Need

Rethink

the moments that matter.

A few conversations make a big difference
in customer relationships and outcomes.

When teams don’t handle these
conversations well, they miss critical
opportunities.

If you could improve your team’s
performance in these key moments, what
difference would it make?

Our Philosophy

Our clients’ needs are constantly changing, so we continually seek new and better ways to serve them. To do this, we are bringing new talent.

Investment Management

We welcome and celebrate different perspectives to help our firm, our clients and our people achieve enduring results.

Private Credit & Equity

We hire people with exceptional talents, abilities and potential, then create an environment where you can become the best.

Focusing on the company instead of the customer.

Many sales and services teams talk at length about their products, features and processes. Customers are left uninspired and uninterested.

Make the customer the hero.

Successful teams focus on the customer, not the product. They listen to the customer so that they can tell the story of how their product helps the customer overcome their specific struggles and achieve success. This type of conversation wins the relationship and the deal.

Failure to understand your customers.

Sales and services people often struggle to listen. They make assumptions, they ask leading questions, and they miss critical information. They miss opportunities or find out customer expectations too late.

Truly understand your customers

When teams learn to recognize their assumptions and ask the right questions, they uncover better information – and can offer solutions the customer would have never known to ask for. These teams help customers achieve value on a new level.

Focusing on the processes instead of the results.

Many customer-facing professionals are not compelling during conversations with business decision-makers. They focus on technical details and processes instead of showing business value.

Talk about the Business Results.

Executives care about business results. The most effective conversations paint a picture of the business outcomes their company will achieve. When teams learn to have these conversations, it transforms their confidence and outcomes in these critical moments.

Avoiding or Arguing.

Delivering bad news, telling customers no, and handling objections – many individuals avoid these conversations, or they attempt to debate and convince the customer to see things differently. This elicits resistance, discomfort, and sub-par results.

Be transparent and collaborate.

Great communicators bring up the difficult subjects early and transparently. They show the customer they are on the same team. They approach the problem together and help the customer choose the best solution.

“I’m not a salesperson”

Services and Customer Success teams have a significant impact on revenue, yet they are often uncomfortable in value conversations. They leave opportunities on the table because they do not have the training or the desire to sell.

Opportunities to better serve the customer.

The best services and success teams don’t see these moments as selling. They see opportunities to help their customers succeed. They collaborate with customers and ask questions that uncover business goals. The upsell becomes a natural solution to the customer’s problem, without the need to ever push or sell.

FAILURE TO UNDERSTAND CUSTOMERS FOCUSING TOO MUCH ON COMPANY & PRODUCT STRUGGLING WITH DIFFICULT CONVERSATIONS DIFFICULTY BUILDING TRUST & LONG-TERM RELATIONSHIPS A LACK OF SALES SKILLS IN SERVICES & CUSTOMER SUCCESSS INABILITY TO COMMUNICATE EFFECTIVELY WITH EXECUTIVES

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