How do you navigate conflicting expectations between a high-demand client and your sales team?

To navigate conflicting expectations, start by thoroughly understanding the needs of both your high-demand client and your sales team. Listen intently to the client's objectives and concerns, and similarly, gauge the capabilities and limitations of your sales force. By grasping what drives each side, you can identify areas of potential conflict early on and work proactively to address them. This deep understanding serves as the foundation for all subsequent strategies to harmonize expectations. As a Customer Success Manager, it's crucial to leverage data analytics to predict client needs and sales team performance. This proactive approach not only mitigates conflicts but also enhances client satisfaction and team efficiency.

Dedique tempo para ouvir atentamente tanto os objetivos quanto as preocupações do cliente. Isso envolve não apenas escutar o que é dito, mas também compreender o contexto por trás das suas necessidades e expectativas.

Knowing exactly what the customer is asking for - and why - helps set the stage for all future dialogues. It eliminates speculation and keeps dialogue focused on facts.

Conheça as capacidades e limitações da sua equipe de vendas. Isso inclui entender suas habilidades técnicas, conhecimento do produto, experiência de mercado e capacidade de entrega.

Ensure that communication is documented and shared so all are aware of all the dynamics surrounding the account; there's frequently a lot of armchair-quarterbacking with people who have slim to zero idea of account dynamics; your job is to enlighten them.

This is a tricky one - how bad do you want the deal by a certain timeframe? That will dictate all - unfortunately I'm always in the position that I gotta get that deal so we always wind up doing unnatural acts to get it done!

Com base no entendimento das necessidades do cliente e das capacidades da sua equipe, identifique áreas onde pode haver potencial conflito de expectativas desde o início. Isso poderia ser expectativas irrealistas do cliente ou capacidades limitadas da equipe para atender a certas demandas.

Aus langjähriger Erfahrung kann ich als Arbeitnehmer voll zustimmen. Ich bin überzeugt davon das Grenzen essentiell für Erfolg sind jedoch muss der Arbeitnehmer mit Grenzen umgehen können und diese akzeptieren und der Arbeitgeber die Menschlichkeit nicht aus den Augen verlieren, dann entsteht die perfekte Situation für beide Seiten und es wird zum Selbstläufer. Diese perfekte Erfahrung zu diesem Thema hatte ich einmal und es war ein 5 Frauen Gespann. Das Problem für die Zukunft meiner Meinung nach wird sein, daß der grenzenlose Erziehungstrend mit Kinder müssen selbstständig Grenzen setzen die Arbeitsweise nicht mehr zulassen wird und die Arbeitnehmer keine Team playboy sind sondern Einzelkämpfer und der Arbeitgeber machtlos.

Do your best to get to a middle-ground, as challenging as that may seem. That's why you're paid the big bucks! Customers want everything for free, your management team wants to charge for everything up-front, find the middle-ground ;^)

This sometimes works for me though it needs to be a phone call/in-person meeting, this is hard to convey via email. That's the M.O. I've adopted to embrace this notion of stakeholder education.