You're an account manager with a satisfied client. How do you persuade them to consider beneficial upgrades?

1 Build Trust

Building trust is the cornerstone of any successful client relationship. Show genuine interest in their business and acknowledge the success they've achieved with the current solutions you've provided. Your recognition of their accomplishments sets a positive tone for the discussion. By reinforcing how much you value their business and demonstrating your commitment to their continued success, you create a conducive environment for discussing upgrades. Trust is a currency in account management; when clients believe in your advice, they are more likely to consider your recommendations.

2 Identify Needs

To persuade your client to consider upgrades, you must first identify their evolving needs. Engage in meaningful conversations to understand the challenges they face and the goals they aim to achieve. This allows you to tailor your upgrade proposals to address specific issues or opportunities within their business. When clients see that you've taken the time to analyze their situation and come up with customized solutions, they're more inclined to listen. Highlight how the upgrades align with their objectives and can resolve pain points or unlock new potential.

4 Share Successes

Use anecdotes of other clients who have benefited from similar upgrades. Sharing success stories creates a relatable narrative that can help your client envision the positive impact on their own business. It's important to respect confidentiality but highlighting general outcomes and improvements can be incredibly persuasive. Success stories serve as social proof, reinforcing the idea that the upgrades you're suggesting have a track record of delivering results.

5 Offer Support

Reassure your client that upgrading won't be a complex or burdensome process. Offer comprehensive support and guidance throughout the transition. Emphasize the resources available to them, including training for their team and ongoing support from your side. When clients feel supported and confident that they won't be left to navigate new systems alone, they are more open to making changes. Effective support can be the deciding factor in whether a client chooses to upgrade.

6 Follow Up

After the initial discussion about upgrades, it's crucial to follow up with your client. Give them time to consider the information you've provided but don't let the conversation go cold. Check in to answer any questions they may have and to reinforce the benefits of the upgrade. This persistent yet respectful approach shows that you are attentive to their needs and dedicated to helping them make the best decision for their business. Patience and persistence can pay off when persuading a client to take the next step.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?