Achieve customer's confidence in a service they're not paying for
April 3, 2014 2:51 PM Subscribe
I work for an IT company that provides certain VIP customers with consultancy services, free of charge for them. My job is basically help them identify new business needs, get first-hand information about their plans and projects, do some consulting work related to IT management methodologies, suggest ways to fix non-optimal business processes and in general, manage the business relationship at the highest level (CIOs and CEOs).
posted by Matrod to Work & Money (7 answers total) 4 users marked this as a favorite
My question is simple: The customer has not asked for this service and it is free of charge for them. How can I engage them and build a trust relationship that produces benefits for both parties? In other words, how can I get their attention to this "Value Added Service" they are receiving for being VIP customers?
As a side note, they know this service is not provided to all companies, but I want to avoid being trapped in the operational part of the service (ensuring everything they have payed for is working as it should) but to help them improve their own business with our help. The typical profile for the consultants that do this is 20+ or more years of working experience, direct contact with the CIO and/or CEO and not doing any sales-related work. (We want the customer to clearly differentiate between the sales personnel and us to become their trusted advisors).
Thanks for your suggestions.