POST-DECISION
Decision has been made and onboarding is in progress; deliver ongoing value adds to current customers to maintain a high level of client experience; increase potential for upsells and referrals
Nurture customer experience
with content such as:
WEBINARS
TECHNOLOGY UPDATES & TIPS
EMAIL MARKETING
(provide exclusivity and insider access
to current customers)
Post-decision, the sales team and C-suite can continue to focus on upselling current clients (e.g., bringing on clients who are using SKYGEN for only one of their markets, bridging TPA customers to Enterprise technology)
From a strategy perspective, you can sell (all products) out the gates on day one, but -honestly, our prospects aren’t ready for that until the end of year one with our (core) product. Then, our client team can upsell that by saying… ‘Now you’re ready for the next step. Here are fraud waste and abuse tools, analytics, etc.’ It’s a good upsell opportunity.
QUOTE FROM SALES TEAM INTERVIEW
Clients are seeking continued scalability as their businesses grow and ongoing collaboration where SKYGEN has an active role in improving technology and operations capabilities..
With the prioritization of two-sided collaboration with customers, SKYGEN can harness the opportunity to provide positive partnership experiences — an important piece of the puzzle leading to word-of-mouth referrals, and circling back to the Awareness phase for new prospects.
There’s nothing better than word of mouth. If I were looking to switch to another plan, and I could speak to the dental director that’s using (SKYGEN) and get insight into how well they’re doing all the different things...I would feel much more comfortable (moving) in that direction. Word of mouth is probably most important — (especially) word of mouth from someone who’s in the same sandbox playing.
QUOTE FROM
CURRENT CUSTOMER
CONTENT RECOMMENDATION:
Develop exclusive content for current customers, including:
-
Webinars
-
Feature Updates
-
Email Marketing
Feed pipeline for customer case study participation
