This presentation gives an overview on how to develop and manage Customer Relationship better

1. congruentsolutions.com
Customer Relationship Development
By
Hariharan Ganesan
© 2010 Congruent Solutions Inc. All rights reserved.

2. Customer Relationship Development
Agenda
1) Customers
2) Business Objectives
3) Challenges
4) Beyond Business
Proprietary and Confidential. © 2010 Congruent Solutions Inc. All rights reserved.

3. Customers
Expects a Service from us and pay for the same
- We have skills and they have money.
- Just an exchange program.
Control
– While the customer has total control over money, most of the
time , we do not seem to have control over skills
Be proud of your skills – This is the most important trait.
Proprietary and Confidential. © 2010 Congruent Solutions Inc. All rights reserved.

4. Business Objective
- Get more business out of a client by finding more opportunities /
through reference
- See if we can expand the team
- Understand our other business offers and see if client needs
any of them [Testing, Development, BSS…etc]
- Make an impact with Quality delivery
- Always keep them in a comfort zone
Proprietary and Confidential. © 2010 Congruent Solutions Inc. All rights reserved.

5. Customers - Expectations
Open and Clear Expectations
- Deliverables
- Technology and Support
- Quality
Untold Expectations
- Sharing good/bad news – On-time
- Stick to the commitments – Meeting time, Deliveries, etc
Proprietary and Confidential. © 2010 Congruent Solutions Inc. All rights reserved.

6. Customers - Challenges
Off-shore
- It is hard to present yourself better when you are miles away not showing
your face
- Building Confidence
On-site
- Interaction with on-site team
- Client employees are scared of Off-shore engagement as they may loose
their jobs
- Gain Confidence within a short span
Proprietary and Confidential. © 2010 Congruent Solutions Inc. All rights reserved.

7. Customers - Challenges
Expected
- Resources not available
- Inadequate training/KT
- Unrealistic expectations by Customer
Unexpected
- Delay in delivery
- Last minute pressure to add some additional changes
- Any other unplanned/missed expectations
Proprietary and Confidential. © 2010 Congruent Solutions Inc. All rights reserved.

8. Customers - Challenges
How do we handle the challenges?
- Put yourself in customers’ situation
- Think twice before applying a solution
- Be honest and open in discussing a problem
What to reveal and what to hide?
- You need not pass on all the information to client
- Find appropriate time to talk about some important information
(Strengths/weakness)
Proprietary and Confidential. © 2010 Congruent Solutions Inc. All rights reserved.

9. Is that all?
Are we good to Go?!
Proprietary and Confidential. © 2010 Congruent Solutions Inc. All rights reserved.

10. Beyond Business
- Cultural Understanding
- Greeting people
- Talk what’s in your mind
- Crack Jokes
- Take part in small talks of interests [Sports, Politics, Food,
Travel, Culture, …]
- Active listening and not jumping before they finish.
- Visiting homes
- Exchange gifts
- Personal Appearance
- Dress appropriately – Formal/Casual
- Talk confidently and loud enough to be heard
- Wear a smile
Proprietary and Confidential. © 2010 Congruent Solutions Inc. All rights reserved.

11. Beyond Business
…Continued
- TEAM
- Thank everyone who helped to achieve the goals
- When you get appreciation, share it with team. Tell them
that, it would not have been possible without team.
- When you give report/feedback, understand the
destination(level of reporting) and present the same nicely
but strong-enough
- When the Customer visits us
- Have clear agenda and treat them better.
- Introduce them the whole team behind the scene [Admin,
Process and your own team]
- Stay in touch with them and call them quiet often to understand
how they feel
Proprietary and Confidential. © 2010 Congruent Solutions Inc. All rights reserved.

12. Finally,…
A Happy Customer-relationship
always means
Happy Business
Proprietary and Confidential. © 2010 Congruent Solutions Inc. All rights reserved.