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1、陪同客陪同客户户成功成功- -单单元元B-B-上海上海电电信商客骨干信商客骨干销销售方法售方法论论培培训训IBM 人力资本管理咨询服务Presentation subtitle:20pt Arial Regular,teal R045 | G182 | B179Recommendedmaximum length: 2 linesConfidentiality/date line: 13pt Arial Regular, whiteMaximum length: 1 lineInformation separated by vertical strokes,with two spaces on
2、either sideDisclaimer information may also be appear in this area. Place flush left, aligned at bottom, 8-10pt Arial Regular, whiteIBM logo must not be moved, added to, or altered in any way. Indications in green = Live content Indications in white = Edit in masterIndications in blue = Locked elemen
3、tsIndications in black = Optional elementsPresentation title:28pt Arial Regular, blackRecommended maximum length: 2 linesGroup name:17pt Arial Regular, whiteMaximum length: 1 lineCopyright: 10pt ArialRegular, whiteCopyright 2004 IBM CorporationTemplate release: Oct 02For the latest, go to http:/ log
4、o must not be moved, added to, or altered inany way.Background shouldnot be modified.Title/subtitle/confidentiality line: 10pt Arial Regular, whiteMaximum length: 1 lineInformation separated by vertical strokes,with two spaces on either sideSlide heading:28pt Arial Regular, blue R120 | G137 | B251 M
5、aximum length: 2 linesSlide body:18pt Arial Regular, blackSquare bullet color:teal R045 | G182 | B179Recommended maximum text length: 5 principal pointsGroup name:14pt Arial Regular, whiteMaximum length: 1 lineCopyright: 10pt ArialRegular, whiteTemplate release: Oct 02For the latest, go to http:/ IB
6、M 人力资本管理咨询服务Copyright 2004 IBM CorporationOptional slide number: 10pt Arial Bold, whiteIndications in green = Live content Indications in white = Edit in masterIndications in blue = Locked elementsIndications in black = Optional elements5 51 1实施解决方实施解决方案并评估绩案并评估绩效效4 4解决关键问解决关键问题并做出决题并做出决定定3 3选择解决方案选
7、择解决方案2 2策略规划与策略规划与确立需求确立需求商业环境改商业环境改变变监控实施确监控实施确保客户满意保客户满意度度完成交易完成交易与客户一同与客户一同制定解决方制定解决方案，回应竞案，回应竞争争协助协助客户建客户建立购买愿景立购买愿景了解客户的了解客户的商业和商业和ITIT环环境境销售流程应该销售流程应该与与客户的采购流程相一致客户的采购流程相一致SSSP-1SSP-1SSP-2SSP-2SSP-3SSP-3SSP-4SSP-4SSP-5SSP-5可验证可验证的的成果进展成果进展发现发现确立确立确认确认赢赢再赢再赢IBM logo must not be moved, added to,
8、 or altered inany way.Background shouldnot be modified.Title/subtitle/confidentiality line: 10pt Arial Regular, whiteMaximum length: 1 lineInformation separated by vertical strokes,with two spaces on either sideSlide heading:28pt Arial Regular, blue R120 | G137 | B251 Maximum length: 2 linesSlide bo
9、dy:18pt Arial Regular, blackSquare bullet color:teal R045 | G182 | B179Recommended maximum text length: 5 principal pointsGroup name:14pt Arial Regular, whiteMaximum length: 1 lineCopyright: 10pt ArialRegular, whiteTemplate release: Oct 02For the latest, go to http:/ IBM 人力资本管理咨询服务Copyright 2004 IBM
10、 CorporationOptional slide number: 10pt Arial Bold, whiteIndications in green = Live content Indications in white = Edit in masterIndications in blue = Locked elementsIndications in black = Optional elements销售流程的意义销售流程的意义 我们可以跨越客户的购买流程吗？我们可以跨越客户的购买流程吗？ 我们从哪一步进去更好？我们从哪一步进去更好？ 我们如何更早地进入客户的购买流程？我们如何更早地
11、进入客户的购买流程？ 接到客户的标书，我们在第几步？接到客户的标书，我们在第几步？IBM logo must not be moved, added to, or altered inany way.Background shouldnot be modified.Title/subtitle/confidentiality line: 10pt Arial Regular, whiteMaximum length: 1 lineInformation separated by vertical strokes,with two spaces on either sideSlide headi
12、ng:28pt Arial Regular, blue R120 | G137 | B251 Maximum length: 2 linesSlide body:18pt Arial Regular, blackSquare bullet color:teal R045 | G182 | B179Recommended maximum text length: 5 principal pointsGroup name:14pt Arial Regular, whiteMaximum length: 1 lineCopyright: 10pt ArialRegular, whiteTemplat
13、e release: Oct 02For the latest, go to http:/ IBM 人力资本管理咨询服务Copyright 2004 IBM CorporationOptional slide number: 10pt Arial Bold, whiteIndications in green = Live content Indications in white = Edit in masterIndications in blue = Locked elementsIndications in black = Optional elements了解客户的商业和了解客户的商业
14、和ITIT环境环境SSP第第1步步当客户当客户: :业务代表的工作业务代表的工作：可验证的具体成果：可验证的具体成果：内部管理工作内部管理工作( (经理或系统经理或系统):):商业环境改变商业环境改变了解客户基本资料 (行业, 主要业务, 竞争力)了解客户技术现况与财务能力高阶客户拜访高阶客户拜访发现商机建立客户基本数据商机方案和销售流量建立（25%）评估是否继续进行考虑管理阶层拜访客户高层 (或运用其它关系)考虑投入支持销售的人力 (Pre-Sales)客户计划之客户基本分析报告商机评估（发现）SIBM logo must not be moved, added to, or altered
15、 inany way.Background shouldnot be modified.Title/subtitle/confidentiality line: 10pt Arial Regular, whiteMaximum length: 1 lineInformation separated by vertical strokes,with two spaces on either sideSlide heading:28pt Arial Regular, blue R120 | G137 | B251 Maximum length: 2 linesSlide body:18pt Ari
16、al Regular, blackSquare bullet color:teal R045 | G182 | B179Recommended maximum text length: 5 principal pointsGroup name:14pt Arial Regular, whiteMaximum length: 1 lineCopyright: 10pt ArialRegular, whiteTemplate release: Oct 02For the latest, go to http:/ IBM 人力资本管理咨询服务Copyright 2004 IBM Corporatio
17、nOptional slide number: 10pt Arial Bold, whiteIndications in green = Live content Indications in white = Edit in masterIndications in blue = Locked elementsIndications in black = Optional elementsSSP第第1步步当客户当客户: :业务代表的工作业务代表的工作：可验证的具体成果：可验证的具体成果：内部管理工作内部管理工作( (经理或系统经理或系统):):商业环境改变商业环境改变了解客户基本资料 (行业,
18、 主要业务, 竞争力)了解客户技术现况与财务能力高阶客户拜访发现商机建立客户基本数据商机方案和销售流量建立（25%）评估是否继续进行考虑管理阶层拜访客户高层 (或运用其它关系)考虑投入支持销售的人力 (Pre-Sales)客户计划之客户基本分析报告商机评估（发现）顾问式拜访顾问式拜访顾问式拜访顾问式拜访高阶客户拜访高阶客户拜访客户计划客户计划商机评估商机评估了解客户的商业和了解客户的商业和ITIT环境环境IBM logo must not be moved, added to, or altered inany way.Background shouldnot be modified.Titl
19、e/subtitle/confidentiality line: 10pt Arial Regular, whiteMaximum length: 1 lineInformation separated by vertical strokes,with two spaces on either sideSlide heading:28pt Arial Regular, blue R120 | G137 | B251 Maximum length: 2 linesSlide body:18pt Arial Regular, blackSquare bullet color:teal R045 |
20、 G182 | B179Recommended maximum text length: 5 principal pointsGroup name:14pt Arial Regular, whiteMaximum length: 1 lineCopyright: 10pt ArialRegular, whiteTemplate release: Oct 02For the latest, go to http:/ IBM 人力资本管理咨询服务Copyright 2004 IBM CorporationOptional slide number: 10pt Arial Bold, whiteIn
21、dications in green = Live content Indications in white = Edit in masterIndications in blue = Locked elementsIndications in black = Optional elements销售流程回顾销售流程回顾各小组讨论：各小组讨论：5 5个销售阶段业务代表的工作有哪些（个销售阶段业务代表的工作有哪些（5 5分钟）分钟）从从SSP2-SSP2-协助客户建立购买愿景，到协助客户建立购买愿景，到SSP5-SSP5-实施解决方案并评估绩效实施解决方案并评估绩效每个小组贡献一个业务代表的工作，
22、顺次进行，不可以重复每个小组贡献一个业务代表的工作，顺次进行，不可以重复重复的小组，组员一起学小鸭走路，从讲台走到座位。重复的小组，组员一起学小鸭走路，从讲台走到座位。在游戏中学习！IBM logo must not be moved, added to, or altered inany way.Background shouldnot be modified.Title/subtitle/confidentiality line: 10pt Arial Regular, whiteMaximum length: 1 lineInformation separated by vertical
23、 strokes,with two spaces on either sideSlide heading:28pt Arial Regular, blue R120 | G137 | B251 Maximum length: 2 linesSlide body:18pt Arial Regular, blackSquare bullet color:teal R045 | G182 | B179Recommended maximum text length: 5 principal pointsGroup name:14pt Arial Regular, whiteMaximum length
24、: 1 lineCopyright: 10pt ArialRegular, whiteTemplate release: Oct 02For the latest, go to http:/ IBM 人力资本管理咨询服务Copyright 2004 IBM CorporationOptional slide number: 10pt Arial Bold, whiteIndications in green = Live content Indications in white = Edit in masterIndications in blue = Locked elementsIndic
25、ations in black = Optional elementsSSP第第2步步当客户当客户: :业务代表的工作业务代表的工作：可验证的具体成果：可验证的具体成果：策略规划与确立需求策略规划与确立需求提出商机方案和商机时间表客户采取迫切行动的原因商机评估表客户组织关系地图（决策中心）内部管理工作内部管理工作( (经理或系统经理或系统):):S协助客户建立购买愿景协助客户建立购买愿景IBM logo must not be moved, added to, or altered inany way.Background shouldnot be modified.Title/subtitl
26、e/confidentiality line: 10pt Arial Regular, whiteMaximum length: 1 lineInformation separated by vertical strokes,with two spaces on either sideSlide heading:28pt Arial Regular, blue R120 | G137 | B251 Maximum length: 2 linesSlide body:18pt Arial Regular, blackSquare bullet color:teal R045 | G182 | B
27、179Recommended maximum text length: 5 principal pointsGroup name:14pt Arial Regular, whiteMaximum length: 1 lineCopyright: 10pt ArialRegular, whiteTemplate release: Oct 02For the latest, go to http:/ IBM 人力资本管理咨询服务Copyright 2004 IBM CorporationOptional slide number: 10pt Arial Bold, whiteIndications
28、 in green = Live content Indications in white = Edit in masterIndications in blue = Locked elementsIndications in black = Optional elementsSSP第第2步步当客户当客户: :业务代表的工作业务代表的工作：可验证的具体成果：可验证的具体成果：策略规划与确立需求策略规划与确立需求拜访客户项目小组成员明确客户需求，协助客户确立购买愿景开始商机评估明确客户项目决策中心的成员及其支持程度和影响力商机方案更新 销售流量更新（25%）客户组织关系各成员拜访计划支持投入解决
29、方案规划小组的人力(Proposal Team)提出商机方案和商机时间表客户采取迫切行动的原因商机评估表客户组织关系地图（决策中心）内部管理工作内部管理工作( (经理或系统经理或系统):):SL协助客户建立购买愿景协助客户建立购买愿景IBM logo must not be moved, added to, or altered inany way.Background shouldnot be modified.Title/subtitle/confidentiality line: 10pt Arial Regular, whiteMaximum length: 1 lineInforma
30、tion separated by vertical strokes,with two spaces on either sideSlide heading:28pt Arial Regular, blue R120 | G137 | B251 Maximum length: 2 linesSlide body:18pt Arial Regular, blackSquare bullet color:teal R045 | G182 | B179Recommended maximum text length: 5 principal pointsGroup name:14pt Arial Re
31、gular, whiteMaximum length: 1 lineCopyright: 10pt ArialRegular, whiteTemplate release: Oct 02For the latest, go to http:/ IBM 人力资本管理咨询服务Copyright 2004 IBM CorporationOptional slide number: 10pt Arial Bold, whiteIndications in green = Live content Indications in white = Edit in masterIndications in b
32、lue = Locked elementsIndications in black = Optional elementsSSP第第2步步协助客户建立购买愿景协助客户建立购买愿景当客户当客户: :业务代表的工作业务代表的工作：可验证的具体成果：可验证的具体成果：策略规划与确立需求制定配合的方案和计划(构想)拜访客户项目小组成员明确客户需求，协助客户确立购买愿景明确客户项目决策中心的成员及其支持程度和影响力开始商机评估商机方案更新 销售流量更新（25%）客户组织关系各成员拜访计划支持投入解决方案规划小组的人力(Proposal Team)提出商机方案和商机时间表客户采取迫切行动的原因商机评估表客
33、户组织关系地图（决策中心）内部管理工作内部管理工作( (经理或系统经理或系统):):顾问式拜访顾问式拜访顾问式拜访顾问式拜访客户关系管理客户关系管理-决策中心决策中心商机评估商机评估销售管道销售管道管理管理IBM logo must not be moved, added to, or altered inany way.Background shouldnot be modified.Title/subtitle/confidentiality line: 10pt Arial Regular, whiteMaximum length: 1 lineInformation separated
34、 by vertical strokes,with two spaces on either sideSlide heading:28pt Arial Regular, blue R120 | G137 | B251 Maximum length: 2 linesSlide body:18pt Arial Regular, blackSquare bullet color:teal R045 | G182 | B179Recommended maximum text length: 5 principal pointsGroup name:14pt Arial Regular, whiteMa
35、ximum length: 1 lineCopyright: 10pt ArialRegular, whiteTemplate release: Oct 02For the latest, go to http:/ IBM 人力资本管理咨询服务Copyright 2004 IBM CorporationOptional slide number: 10pt Arial Bold, whiteIndications in green = Live content Indications in white = Edit in masterIndications in blue = Locked e
36、lementsIndications in black = Optional elementsSSP第第3步步当客户当客户: :业务代表的工作业务代表的工作：可验证的具体成果：可验证的具体成果：选择解决方案选择解决方案客户组织关系地图（政治影响）竞争SWOT分析，拟定竞争策略确定关键成功因素(CSF)解决方案计划书商机评估表（风险评估）方案成本收益报告内部管理工作内部管理工作( (经理或系统经理或系统):):S与客户一同制定解决方案，回应竞争与客户一同制定解决方案，回应竞争IBM logo must not be moved, added to, or altered inany way.Ba
37、ckground shouldnot be modified.Title/subtitle/confidentiality line: 10pt Arial Regular, whiteMaximum length: 1 lineInformation separated by vertical strokes,with two spaces on either sideSlide heading:28pt Arial Regular, blue R120 | G137 | B251 Maximum length: 2 linesSlide body:18pt Arial Regular, b
38、lackSquare bullet color:teal R045 | G182 | B179Recommended maximum text length: 5 principal pointsGroup name:14pt Arial Regular, whiteMaximum length: 1 lineCopyright: 10pt ArialRegular, whiteTemplate release: Oct 02For the latest, go to http:/ IBM 人力资本管理咨询服务Copyright 2004 IBM CorporationOptional sli
39、de number: 10pt Arial Bold, whiteIndications in green = Live content Indications in white = Edit in masterIndications in blue = Locked elementsIndications in black = Optional elementsSSP第第3步步当客户当客户: :业务代表的工作业务代表的工作：可验证的具体成果：可验证的具体成果：选择解决方案选择解决方案建立客户内部支持人员了解竞争对手，制定竞争策略影响项目评估标准基于价值提出最佳解决方案销售价值方案成本效益分析
40、评估是否继续进行更新商机方案成功率 (75%)销售流量预测更新项目执行资源、产品及人力规划 (预估)客户组织关系地图（政治影响）竞争SWOT分析，拟定竞争策略确定关键成功因素(CSF)解决方案计划书商机评估表（风险评估）方案成本收益报告内部管理工作内部管理工作( (经理或系统经理或系统):):SL与客户一同制定解决方案，回应竞争与客户一同制定解决方案，回应竞争IBM logo must not be moved, added to, or altered inany way.Background shouldnot be modified.Title/subtitle/confidential
41、ity line: 10pt Arial Regular, whiteMaximum length: 1 lineInformation separated by vertical strokes,with two spaces on either sideSlide heading:28pt Arial Regular, blue R120 | G137 | B251 Maximum length: 2 linesSlide body:18pt Arial Regular, blackSquare bullet color:teal R045 | G182 | B179Recommended
42、 maximum text length: 5 principal pointsGroup name:14pt Arial Regular, whiteMaximum length: 1 lineCopyright: 10pt ArialRegular, whiteTemplate release: Oct 02For the latest, go to http:/ IBM 人力资本管理咨询服务Copyright 2004 IBM CorporationOptional slide number: 10pt Arial Bold, whiteIndications in green = Li
43、ve content Indications in white = Edit in masterIndications in blue = Locked elementsIndications in black = Optional elementsSSP第第3步步与客户一同制定解决方案，回应竞争与客户一同制定解决方案，回应竞争当客户当客户: :业务代表的工作业务代表的工作：可验证的具体成果：可验证的具体成果：选择解决方案了解竞争对手，制定竞争策略影响项目评估标准建立客户内部支持人员基于价值提出最佳解决方案方案成本效益分析销售价值评估是否继续进行更新商机方案成功率 (75%)销售流量预测更新项
44、目执行资源、产品及人力规划 (预估)客户组织关系地图（政治影响）竞争SWOT分析，拟定竞争策略确定关键成功因素(CSF)解决方案计划书商机评估表（风险评估）方案成本收益报告内部管理工作内部管理工作( (经理或系统经理或系统):):顾问式拜访顾问式拜访顾问式拜访顾问式拜访客户关系管理客户关系管理-政治销售政治销售竞争策略竞争策略销售价值销售价值销售管道销售管道管理管理商机评估商机评估IBM logo must not be moved, added to, or altered inany way.Background shouldnot be modified.Title/subtitle/c
45、onfidentiality line: 10pt Arial Regular, whiteMaximum length: 1 lineInformation separated by vertical strokes,with two spaces on either sideSlide heading:28pt Arial Regular, blue R120 | G137 | B251 Maximum length: 2 linesSlide body:18pt Arial Regular, blackSquare bullet color:teal R045 | G182 | B179
46、Recommended maximum text length: 5 principal pointsGroup name:14pt Arial Regular, whiteMaximum length: 1 lineCopyright: 10pt ArialRegular, whiteTemplate release: Oct 02For the latest, go to http:/ IBM 人力资本管理咨询服务Copyright 2004 IBM CorporationOptional slide number: 10pt Arial Bold, whiteIndications in
47、 green = Live content Indications in white = Edit in masterIndications in blue = Locked elementsIndications in black = Optional elementsSSP第第4步步当客户当客户: :业务代表的工作：业务代表的工作：可验证的具体成果：可验证的具体成果：解决关键问题并做出决定解决关键问题并做出决定合作意向书正式工作计划书正式合同宣布实施小组，制定项目实施计划内部管理工作内部管理工作( (经理或系统经理或系统):):S完成交易完成交易IBM logo must not be m
48、oved, added to, or altered inany way.Background shouldnot be modified.Title/subtitle/confidentiality line: 10pt Arial Regular, whiteMaximum length: 1 lineInformation separated by vertical strokes,with two spaces on either sideSlide heading:28pt Arial Regular, blue R120 | G137 | B251 Maximum length:
49、2 linesSlide body:18pt Arial Regular, blackSquare bullet color:teal R045 | G182 | B179Recommended maximum text length: 5 principal pointsGroup name:14pt Arial Regular, whiteMaximum length: 1 lineCopyright: 10pt ArialRegular, whiteTemplate release: Oct 02For the latest, go to http:/ IBM 人力资本管理咨询服务Cop
50、yright 2004 IBM CorporationOptional slide number: 10pt Arial Bold, whiteIndications in green = Live content Indications in white = Edit in masterIndications in blue = Locked elementsIndications in black = Optional elementsSSP第第4步步当客户当客户: :业务代表的工作：业务代表的工作：可验证的具体成果：可验证的具体成果：解决关键问题并做出决定解决关键问题并做出决定设立预期达
51、成的目标设立预期达成的目标解决双方于细节上的不同意见确立验收条件确立验收条件对特别条款, 价格最后协商签订合同, 双方签字更新方案成功率 (100%)销售流量更新检查审批合同中的细节与条款项目确立,协调后端产品及人力投入合作意向书正式工作计划书正式合同宣布实施小组，制定项目实施计划内部管理工作内部管理工作( (经理或系统经理或系统):):SL完成交易完成交易IBM logo must not be moved, added to, or altered inany way.Background shouldnot be modified.Title/subtitle/confidentiali
52、ty line: 10pt Arial Regular, whiteMaximum length: 1 lineInformation separated by vertical strokes,with two spaces on either sideSlide heading:28pt Arial Regular, blue R120 | G137 | B251 Maximum length: 2 linesSlide body:18pt Arial Regular, blackSquare bullet color:teal R045 | G182 | B179Recommended
53、maximum text length: 5 principal pointsGroup name:14pt Arial Regular, whiteMaximum length: 1 lineCopyright: 10pt ArialRegular, whiteTemplate release: Oct 02For the latest, go to http:/ IBM 人力资本管理咨询服务Copyright 2004 IBM CorporationOptional slide number: 10pt Arial Bold, whiteIndications in green = Liv
54、e content Indications in white = Edit in masterIndications in blue = Locked elementsIndications in black = Optional elementsSSP第第4步步完成交易完成交易当客户当客户: :业务代表的工作：业务代表的工作：可验证的具体成果：可验证的具体成果：解决关键问题并做出决定设立预期达成的目标解决双方于细节上的不同意见对特别条款, 价格最后协商确立验收条件签订合同, 双方签字更新方案成功率 (100%)销售流量更新项目确立,协调后端产品及人力投入合作意向书正式工作计划书正式合同宣布实
55、施小组，制定项目实施计划内部管理工作内部管理工作( (经理或系统经理或系统):):谈判技巧谈判技巧顾问式拜访顾问式拜访顾问式拜访顾问式拜访销售价值销售价值销售管道销售管道管理管理IBM logo must not be moved, added to, or altered inany way.Background shouldnot be modified.Title/subtitle/confidentiality line: 10pt Arial Regular, whiteMaximum length: 1 lineInformation separated by vertical s
56、trokes,with two spaces on either sideSlide heading:28pt Arial Regular, blue R120 | G137 | B251 Maximum length: 2 linesSlide body:18pt Arial Regular, blackSquare bullet color:teal R045 | G182 | B179Recommended maximum text length: 5 principal pointsGroup name:14pt Arial Regular, whiteMaximum length:
57、1 lineCopyright: 10pt ArialRegular, whiteTemplate release: Oct 02For the latest, go to http:/ IBM 人力资本管理咨询服务Copyright 2004 IBM CorporationOptional slide number: 10pt Arial Bold, whiteIndications in green = Live content Indications in white = Edit in masterIndications in blue = Locked elementsIndicat
58、ions in black = Optional elementsSSP第第5步步当客户当客户: :业务代表的工作业务代表的工作：这到此结果的具体成果：这到此结果的具体成果：实施解决方案并评估绩效实施解决方案并评估绩效客户项目满意度报告产生新商机客户同意该项目作为参考案例内部管理工作内部管理工作( (经理或系统经理或系统):):S监控实施确保客户满意度监控实施确保客户满意度IBM logo must not be moved, added to, or altered inany way.Background shouldnot be modified.Title/subtitle/confi
59、dentiality line: 10pt Arial Regular, whiteMaximum length: 1 lineInformation separated by vertical strokes,with two spaces on either sideSlide heading:28pt Arial Regular, blue R120 | G137 | B251 Maximum length: 2 linesSlide body:18pt Arial Regular, blackSquare bullet color:teal R045 | G182 | B179Reco
60、mmended maximum text length: 5 principal pointsGroup name:14pt Arial Regular, whiteMaximum length: 1 lineCopyright: 10pt ArialRegular, whiteTemplate release: Oct 02For the latest, go to http:/ IBM 人力资本管理咨询服务Copyright 2004 IBM CorporationOptional slide number: 10pt Arial Bold, whiteIndications in gre
61、en = Live content Indications in white = Edit in masterIndications in blue = Locked elementsIndications in black = Optional elementsSSP第第5步步当客户当客户: :业务代表的工作业务代表的工作：这到此结果的具体成果：这到此结果的具体成果：实施解决方案并评估绩效实施解决方案并评估绩效定期与客户进行项目会议管理客户期待值管理客户期待值定期与项目小组会议, 确保满足客户的期望期望扩展客户价值扩展客户价值, 创造新商机纳入案例分享系统 (知识管理)更新客户计划新商机初始
62、建立客户项目满意度报告产生新商机客户同意该项目作为参考案例内部管理工作内部管理工作( (经理或系统经理或系统):):SL监控实施确保客户满意度监控实施确保客户满意度IBM logo must not be moved, added to, or altered inany way.Background shouldnot be modified.Title/subtitle/confidentiality line: 10pt Arial Regular, whiteMaximum length: 1 lineInformation separated by vertical strokes,
63、with two spaces on either sideSlide heading:28pt Arial Regular, blue R120 | G137 | B251 Maximum length: 2 linesSlide body:18pt Arial Regular, blackSquare bullet color:teal R045 | G182 | B179Recommended maximum text length: 5 principal pointsGroup name:14pt Arial Regular, whiteMaximum length: 1 lineC
64、opyright: 10pt ArialRegular, whiteTemplate release: Oct 02For the latest, go to http:/ IBM 人力资本管理咨询服务Copyright 2004 IBM CorporationOptional slide number: 10pt Arial Bold, whiteIndications in green = Live content Indications in white = Edit in masterIndications in blue = Locked elementsIndications in
65、 black = Optional elementsSSP第第5步步监控实施确保客户满意度监控实施确保客户满意度当客户当客户: :业务代表的工作业务代表的工作：可验证的具体成果：可验证的具体成果：实施解决方案并评估绩效定期与客户进行项目会议管理客户期待值定期与项目小组会议, 确保满足客户的满意条件扩展客户价值, 创造新商机纳入案例分享系统 (知识管理)更新客户计划新商机初始建立客户项目满意度报告产生新商机客户同意该项目作为参考案例内部管理工作内部管理工作( (经理或系统经理或系统):):顾问式拜访顾问式拜访顾问式拜访顾问式拜访客户计划客户计划销售管道销售管道管理管理IBM logo must
66、not be moved, added to, or altered inany way.Background shouldnot be modified.Title/subtitle/confidentiality line: 10pt Arial Regular, whiteMaximum length: 1 lineInformation separated by vertical strokes,with two spaces on either sideSlide heading:28pt Arial Regular, blue R120 | G137 | B251 Maximum
67、length: 2 linesSlide body:18pt Arial Regular, blackSquare bullet color:teal R045 | G182 | B179Recommended maximum text length: 5 principal pointsGroup name:14pt Arial Regular, whiteMaximum length: 1 lineCopyright: 10pt ArialRegular, whiteTemplate release: Oct 02For the latest, go to http:/ IBM 人力资本管
68、理咨询服务Copyright 2004 IBM CorporationOptional slide number: 10pt Arial Bold, whiteIndications in green = Live content Indications in white = Edit in masterIndications in blue = Locked elementsIndications in black = Optional elements 顾问式拜访顾问式拜访顾问式拜访顾问式拜访商业环境商业环境改改变变策略规划策略规划与确立需与确立需求求选择解决选择解决方案方案解决关键解决关键问题并做问题并做出决定出决定实施解决实施解决方案并评方案并评估績效估績效客户计划客户计划高阶客户拜访高阶客户拜访客户关系管理客户关系管理竞争策略竞争策略销售价值销售价值理解客户需求/ 规划制胜策略商机评估商机评估销售管道销售管道管理管理当客户：当客户：当客户：当客户：S陪同客户成功需要的能力陪同客户成功需要的能力陪同客户成功需要的能力陪同客户成功需要的能力
