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Sell morenow.




 Define and execute your
key relationship strategies



                                  1
Information for Investors Group


       About Raybec
  1    Our clients and our approach   This file




       Case Study of Interest
  2    Best practices in action       Second file




       A Powerful Relationship Tool
  3    Execute your key strategies
                                      Third file




                                                  2
About Raybec
Our clients are passionate about creating value
for their customers




     Customer Value. Right. Now.                  4
 Sales & MarketingStrategies
 Relationship Solutions
    New Customer Programs
                                          Sell More Now.
    Customer Value Programs
                                We help our clients define and execute
 Relationship Tools               their key relationship strategies
    SalesLink tool
    SalesEffect tool




                                                                     5
Let’s talk relationships.
Your     Is helpful and
Company    responsive.


  Your     Provides feedback
Customer   and insight.

           Uses customer
  Your     feedback to
Company    create value.


  Your     Is more satisfied,
Customer   loyal and profitable.
Creating Success Isn’t Easy

 Some sales people are executing
  best practices, but it’s complex,
  time consuming, and takes away
  selling time.
 Some know what to do, but not
  how to do it.
 Others have little idea of how
  build their business.




                                      8
9
The Relationship Strategy Process

                        Customer Experience
                       Create Customer Value



                               Sales
         Marketing &        Engagement           Marketing &
          Support                                 Support



                             Feedback
                            Management


                             Technology



                   Plan – Execute - Manage - Learn




                                                               10
Creating an Optimal Contact Stream

                                                 Define the value
                                                 Optimal contact stream for
                      No Contact                  engagement
Attempt    Attempt
                      Follow-up                        # attempts
                                                       # days apart
                                                       Message scripts
Pre-call                           No Contact
           Attempt     Attempt                         No contact follow-up
Warm-up                            Follow-up
                                                       Pre-call marketing
                                                       Pre-call marketing creative, copy,
Pre-call              Pre-call                          execution, measurement
           Attempt                  Attempt
Warm-up               Warm-up
                                                 Call/meeting support
                                                       Approach
                                                       Dialogue strategy
Pre-call   Pre-call                   Call
                         Call                          Call scripts
Warm-up    Warm-up                 Follow-up
                                                       Objection handling
                                                       Feedback management
                                                       Call follow-up marketing creative,
                                                        copy, execution, measurement




                                                                                     11
Map the Relationship Process   ROI




                                     12
Provide all the tools required to succeed




                              Scripts
                                        Messages
                                           Sales Tools

                                              Talking Points
                                                         Objections




                                                                      13
Manage Key Relationship Insights and Feedback




                                               Preferences




Needs and
Interests                                  Competitive
                                           Relationships




                                               Objections




                                                            14
Provide Push-Button Automated Marketing Support
       Marketing Programs

            New Client Welcome         Client Referrals

            Acquire New Clients        Competitive Response

            Needs Review               Client Appreciation

            Seminar                    Satisfaction Survey

            Keep in Touch              Retention

            Occasion Cards             Client Education

            Product Launch


       Business Building Tools

            Build my Brand        Key Support Collateral

       Micro-sites                Target Prospect Lists


                                                              15
Relationship strategies are powerful when
applied to each stage of the lifecycle.




                                                           Retain   Reactivate
                                                Referral
 Acquisition
                                   Cross-sell

                         Up-sell
               Welcome




  Prospect                           Active Customer                  Inactive   16
Raybec’s Relationship Strategy Workshop




                                          17
The Relationship Strategy Workshop
      Scorecard                  Exercises       Cases
1                       2
                                             3




          Opportunity Analysis
      4




                                                         18
Challenge yourself …



                 1     Take the Customer Value Scorecard
                       Free online scorecard at Raybec.com



                 2     Join our Customer Value Forum
                               Join the dialogue




                                                             19
Thank you.




… please see next 2 files


                                 20

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091222 Raybec Presents

  • 1. Sell morenow. Define and execute your key relationship strategies 1
  • 2. Information for Investors Group About Raybec 1 Our clients and our approach This file Case Study of Interest 2 Best practices in action Second file A Powerful Relationship Tool 3 Execute your key strategies Third file 2
  • 4. Our clients are passionate about creating value for their customers Customer Value. Right. Now. 4
  • 5.  Sales & MarketingStrategies  Relationship Solutions  New Customer Programs Sell More Now.  Customer Value Programs We help our clients define and execute  Relationship Tools their key relationship strategies  SalesLink tool  SalesEffect tool 5
  • 7. Your Is helpful and Company responsive. Your Provides feedback Customer and insight. Uses customer Your feedback to Company create value. Your Is more satisfied, Customer loyal and profitable.
  • 8. Creating Success Isn’t Easy  Some sales people are executing best practices, but it’s complex, time consuming, and takes away selling time.  Some know what to do, but not how to do it.  Others have little idea of how build their business. 8
  • 9. 9
  • 10. The Relationship Strategy Process Customer Experience Create Customer Value Sales Marketing & Engagement Marketing & Support Support Feedback Management Technology Plan – Execute - Manage - Learn 10
  • 11. Creating an Optimal Contact Stream  Define the value  Optimal contact stream for No Contact engagement Attempt Attempt Follow-up  # attempts  # days apart  Message scripts Pre-call No Contact Attempt Attempt  No contact follow-up Warm-up Follow-up  Pre-call marketing  Pre-call marketing creative, copy, Pre-call Pre-call execution, measurement Attempt Attempt Warm-up Warm-up  Call/meeting support  Approach  Dialogue strategy Pre-call Pre-call Call Call  Call scripts Warm-up Warm-up Follow-up  Objection handling  Feedback management  Call follow-up marketing creative, copy, execution, measurement 11
  • 12. Map the Relationship Process ROI 12
  • 13. Provide all the tools required to succeed Scripts Messages Sales Tools Talking Points Objections 13
  • 14. Manage Key Relationship Insights and Feedback Preferences Needs and Interests Competitive Relationships Objections 14
  • 15. Provide Push-Button Automated Marketing Support Marketing Programs New Client Welcome Client Referrals Acquire New Clients Competitive Response Needs Review Client Appreciation Seminar Satisfaction Survey Keep in Touch Retention Occasion Cards Client Education Product Launch Business Building Tools Build my Brand Key Support Collateral Micro-sites Target Prospect Lists 15
  • 16. Relationship strategies are powerful when applied to each stage of the lifecycle. Retain Reactivate Referral Acquisition Cross-sell Up-sell Welcome Prospect Active Customer Inactive 16
  • 18. The Relationship Strategy Workshop Scorecard Exercises Cases 1 2 3 Opportunity Analysis 4 18
  • 19. Challenge yourself … 1 Take the Customer Value Scorecard Free online scorecard at Raybec.com 2 Join our Customer Value Forum Join the dialogue 19
  • 20. Thank you. … please see next 2 files 20