Maturity Level
Optimizing
Developing Customer Champions
When you identify and cultivate customer champions during the post-sale journey, you have a significantly better chance that you’ll keep them as customers for life.
Customer Loyalty Begins with Stakeholder Support
Without stakeholder sponsorship and support, renewals and expansion are put at risk. When you identify and cultivate customer champions during the post-sale moment, you have a significantly better chance that you’ll keep them as customers for life.
Articles
What Are Customer Champions?
Customer loyalty has to be earned, and delivering a great product or service isn’t always enough. Delivering exceptional customer experiences is also about relationship building, and the team responsible for buying your product or service may not be the same team who will be using it. By forming relationships with key contacts post-sale and understanding their needs and goals, conversations about everything from product upgrades to project progress to renewals become easier and more productive.
This Play’s Objective
This play is for teams who want to go the extra mile and build a roster of enthusiastic supporters at every company they work with. Running the play will help you create a customer champion strategy that will help you identify and develop relationships with the right people to deliver value, increase sales, and deepen the reach and impact of your brand.
You’ll Walk Away with:
- A standard process for your post-sale and customer success teams to identify customer champions.
- Relationship-building strategies and touchpoints to deepen connections with customer champions.
- An understanding of how to match your engagement approach appropriately with the customer’s level of investment — taking into account their size, strategic initiatives, and the anticipated impact of the product or service.