As soon as a customer decides to buy, they enter the post-sale stage of the buying process. In post-sales, the responsibility of the SE shifts, dramatically. This course covers the fundamentals of action, retention, and advocacy.
For their influence to be felt, solution engineers must interact with customers. Yet frequently SEs are excluded from important customer conversations because the sales representatives do not trust the SEs. Technicians either are not trusted to say the right thing at the right time, or they are not trusted to avoid saying the wrong thing at the wrong time.
In this course we help SEs fix the problems of participation. We then move to the bottom half of the funnel and explore SEs in Post-sales: action, retention, and advocacy.
During the action stage, the customer moves from deciding to buy, to closing the transaction. As soon as a contract is executed, or a payment is made, the customer moves into retention. The goal in retention is to keep the customer and secure repeat business. Some customers will become advocates.
SEs can be game changing in each stage of the funnel. Post-sales is where the gold is found. Post-sales is where SEs can grow a customer’s book of business by 10x, or more. In Post-sales, SEs can truly be like magic.
Duration: 80 minutes
Format: 22 videos
Delivery: Online, on demand, self paced
Host: Our LMS, or yours
Term: One year license
Price: $75 US per person
Course #: 112