Tailor services to customer needs and manage your offering systematically
Products and services are dynamic objectives for customers. They change constantly over the course of the collaboration. The challenge for companies is not to provide the highest quality services, but rather to offer an appropriate solution. Often, the roadblock is that customers are not willing to pay the price for the solution they want.
Value selling is an important driver for success that allows for the implementation of complex service and market strategies. The goal is to sell your products and services according to their specific value to the customer. The degree of collaboration and complexity of the solution is determined by the customer’s willingness to pay. Successful suppliers continuously abide by this notion, are able to make their added value visible, and enhance the value experience for their customers.
Typical challenges
- Suppliers are unable to explain the added value of their services and make it tangible for customers.
- Unique selling propositions that took a long time to develop can only be defended for a short period before competitors imitate them.
- 80% of suppliers sell their services for less than they are worth because they are unable to state the performance of their organization clearly in interactions with customers.
Our approach to supporting you
To help you tailor your services to your customers’ requirements, we analyze the needs of various customer groups. We then develop an offering framework that fully addresses customers’ needs and enables the configuration of target group-specific product and service packages. In the last step, we develop lines of argument that make your added value tangible and increase awareness within your sales team of how to manage customer requests for quid pro quo services.
Results
- Adjustment and optimization of your portfolio, with a complete focus on profitable services.
- Development of a modular system that allows for the need-based, customizable, and speedy configuration of solutions.
- Achievement of a higher willingness to pay on the part of customers by means of effective communication and fact-based demonstration of the advantages of your solution (e.g. cost-effectiveness, efficiency).
Cross-selling allows suppliers to make their entire portfolio available to customers. Companies also need to recombine service groups and overcome distances between themselves and their customers as well as within the company. The potential for growth is enormous, especially for suppliers that offer a broad range of products and services. Prerequisites for successful cross-selling are a high level of professionalism and customer focus.
Typical challenges
- Suppliers are unable to sell products from across different segments and orchestrate the process accordingly.
- Customers bundle their procurement volumes and request better purchasing terms, reducing the supplier’s margins substantially.
- Customers cherry-pick some of the services from the supplier’s portfolio, even though all of their needs could be catered for by a single source.
Our approach to supporting you
Depending on the complexity of your market position, we develop a practical cross-selling approach in close collaboration with you. This involves realigning your current sales organization to enable seamless and cross-unit collaboration (incl. interfaces, processes, etc.). In order to ensure implementation, we will also develop a toolbox for proactive and value-based selling.
Results
- Increase in sales revenue per order through the sale of additional services in addition to the core product.
- Reduction of acquisition costs through the exploitation of the potential of the current customer base.
- Increase in customer retention and share of wallet through a systematic identification of new business opportunities.
Sales innovation is the contribution of sales to the company’s product and service innovation. The sales staff’s relationship with the customer makes it possible to obtain direct feedback and sound out new business opportunities. Beyond that, it is usually sales that introduces innovations to the customer.
Typical challenges
- Suppliers prefer to pursue low-risk innovations, squandering their full innovative power.
- Companies only develop innovative products, giving too little consideration to the solution business.
- Companies are able to carry out the project management for individual innovations, but often do not have a full overview of their innovation portfolio.
Our approach to supporting you
As part of a comprehensive assessment, we will analyze the internal and external level of innovation of your sales organization. The aim is to identify and systematically exploit the innovation potential that lies in the interface with your customers. Afterwards, we will prioritize the various contact points and together, we will define the areas of action needed for implementation.
Results
- Development of a system to identify innovation potential when collaborating with customers.
- Maintenance and expansion of your market position by managing the overall innovation portfolio.
- Ensuring a seamless collaboration and cross-unit interfaces between sales, marketing, and R&D.