Correctly Managing Your American Client

Lima, PeruCongreso De Contact Center & CRM

2009

Rafael ManzonDirector of Business AffairsAmerican Teleservices Association317-816-9336www.ataconnect.org

What is the ATA??

A few of the ATA companies

AMERICAN TELESERVICES ASSOCIATION

For more INFORMATION visit us a www.ATAconnect.org or call 317.816.9336

For 25 years, the ATA has been uniting the voice of Teleservices!

Mission • Recognize the importance of our current clients

• Find and attain longer lasting and more profitable clients

• Grow our revenue without expanding your sales and marketing efforts

Outsourcing

Find

Manage

Grow

• Identify• Hunt• Close

Find

•Identify•Hunt•Close

Find

Identify

Filter

Niche

Scale

Define your perfect customer based on your current strengths and focus on finding only the right customers

Focus on what you can do best and uniquely.

Define your perfect customer based on your current strengths and focus on finding only the right customers

HuntMany to

Many

Be Local

Scale

The times where one person buys and others just approve are over. Decisions are made in teams and you should be presented in matching teams

If looking to do business in the U.S., hire an ex-patriot, a patriot or at very least a common visitor.

Hunt only those sales that can lead to more business if you land it.

CloseConquer

Fear

Under Promise

Set Goals

Before they are really going to be your client and champion, you must first identify and conquer all of the pitfalls that they may expect.

Never set expectations that you won’t be able to deliver. There is no bouncing back from that!

Growth should be brought up at this point on a future possibility basis based on meeting or exceeding goals.

•Launch•Deliver•Report

Manage

LaunchDetail

Oriented

Responsive

Personal

Now, you are starting to move beyond promises to facts. They will notice where your mistakes are made and are going to assume you will make them again.

Clients do not like to wait for information because it makes them feel disconnected and reminds them that you are not internal.

This is your chance to really get to know the buyers’ team. Take advantage of the chance personally get to know as many as possible

Deliver

Quality

Integrity

Personal

Nothing matters more than the quality of work. Price will not save you. American companies are very spoiled.

Come through on all commitments made, contractual and verbal.

If something is wrong or questionable, make sure you make a personal touch to the client at each step.

Report

Focus

Value

Often

Make the client feel important by showing them not only what you do for them, but also what they do for you.

Create barriers to exit. Show the value that you are bringing through your reporting system. Show the unique value that your company provides.

Communicate well and often. Too many deals have been lost to lack of communication.

•Suggest•Innovate•Leverage

Grow

Suggest

Case Studies

Joining

Trials

Making the customer look good in writing for the world to see is one way to flatter and involve the client.

Make clients more than just contracts by inviting them to join you on speaking engagements and on important sales calls that won’t conflict.

After you’ve been successful with the clients work, take a look at your scalable plan from earlier and start asking to try some other work.

Innovate

Improve

Up Sell

Cross Sell

Always be looking for better ways to service your client’s customers. Find holes in the current method and SOLVE them.

Surprise a service client with the ability to generate sales interest through excellent customer service.

As your client releases new products or services, make sure you are part of the conversation about sales strategy.

Leverage

Wins

Benefits

Relation-ships

Tie back wins to your specific benefits. Show them how you could also provide those wins in other areas.

Now that there are things about your work that the client likes, remind him of those as you try to grow with them.

The client knows you. You will be in a position to be first in consideration for future work.

Managing Client Visits

Correctly Managing Your American Client

Lima, PeruCongreso De Contact Center & CRM

2009