Tag Archives: technical account management

1. Avoid communication black outs. This is a must. Please always keep the customer in loop. Whether its pre-sales or post-sales. Your customer needs to be aware of the progress you are making and you have to get his acknowledgment. This is tricky at times when the product is not fully matured yet and we need to fine tune before it starts delivering results. Even then , you have to present this “initial” results and then keep showing progress. This is very important.

If the customer doesnt know what you are working on, how much efforts you have made , he might be compelled to look at another company. You have make that “human” connection and keep him in the loop.

2. Stick to the findings of discovery process: If you deviate from this, customer will not agree when you present the results. The intent of whole “discovery process” is defeated. If you have to change for some reason, you need to get clear acknowledgment from customer.

3. Pre-Sales is very different from Post-Sales . Pre-Sales is to prove that product works and solves customers issues identified in “discovery process”. Deployment is real stress test to the product and can open doors to other products or open doors to the same product with other groups or departments . So the same strategies which worked for pre-sales might not work in deployment.