In an earlier blog post of mine, we explored the concept of Relationship Equity, which is the trust that Services Delivery teams have engendered with their clients that allows them to ask the questions that salespeople can’t. They are able to uncover problems, challenges, and opportunities that customers would generally withhold from a salesperson, or even their account manager. Customers tend to believe that Services people are there to help, not separate them from their money.
If companies can merely document and act upon the knowledge gained by their Services teams, they can tap into a new wellspring of potential upsell and cross-sell opportunities, at an extremely low cost. After all, these Services interactions are happening anyway, so there’s no money out of pocket being spent to acquire these leads. Today, I’d like to expand upon that post by exploring a second concept called “Touchpoint Calculus.”