The document discusses creating customer success through business development tactics and skills. It addresses establishing personal commitments to customers, balancing emotional and critical thinking skills, maintaining the right beliefs when interacting with customers like putting the customer's needs first and checking one's ego, and prioritizing relationships and time with customers. The goal is to understand customers, solve their problems, and ensure initiatives are aligned with business objectives.

1. Creating Customer Success
Business Development Tactics & Skills
Sample
For illustration purposes
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2. Business Challenge
“One thing we’ve
discovered with certainty is
that anything we do that
makes the customer more
successful inevitably
results in a financial return
for us.”
--Jack Welch, GE
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3. Personal Commitments
Lock in Gains for the Time/Energy You Invest
• How will you use what you have learned?
• What business results will you get when
you use what you have learned?
• Do the results you expect to achieve
align with the company’s overall
objectives?
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4. EQ/IQ
Daniel Goleman’s model shows us the importance of achieving a
functional balance between Applied Intelligence Quotient (IQ) and
Emotional Quotient (EQ).
IQ
Effective
Value
Encounter
Critical Thinking
Communication Skills EQ
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5. First Belief
My underlying intent will open (or close)
my access to customers.
Anatomy Lesson: This is your customer’s brain…
This is your customer’s brain during a sales call.
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6. Keeping My Bearings
Observe/Assess
Be Understood Understand
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7. My Third Belief
Customer
Customer Sales person
Sales person
To make sure I 70%
70% 30%
30%
really
understand.
I balance
listening and
questioning.
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8. My Fourth Belief
My ego waits in the car.
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9. Ego Triggers
Passing judgment
Ethics under scrutiny
Shaking the core
Not seeing the big picture
Methods under
the microscope
Questioning the facts
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10. Ego Controllers
Passing judgment
Ethics under scrutiny
Shaking the core
Not seeing the big picture
Methods under Try to reach
the microscope agreement
at the next
Questioning the facts level
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11. Relationship Inventory
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12. Prioritizing Your Time & Energy
TIME AND
ENERGY
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13. Spell Out the Challenge
Problem: As Is Opportunity: Should Be
Issues Solution Results
Proof Proof
Effects Effects
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14. The Ripple Effect
• How does what we’ve been discussing affect other
“ departments?
• “What effects if any will what we do have on your
processes and systems?
• “What’s going on in the company that would
affect any actions you take?”
• “How does what we do here align with the
company’s strategic direction?”
• “Who else will be affected by ?
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15. Pain vs. Payoff
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16. Money
Would you say we’re within range?
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17. Price Trade-Offs
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