Compelity: A Revenue Capability Company
A customer may attend every scheduled meeting and still find part of the change difficult. An account update can sound positive while the people doing the work face a problem no one has asked about.
The Advanced Customer Conversation Model© is Compelity’s model for conversations after the sale. Its intended purpose is to help customer-facing professionals examine the customer’s experience: what they expected to change, what is happening in practice, and what needs further attention.
Tell us about the post-sale conversations your team is trying to handle more effectively. We can discuss the capability need you are seeing today.
Before the sale, the buyer is considering a decision. Afterward, people are trying to make that decision work in their setting. Their experience may differ from what anyone expected.
That change in context matters. An account team can know that activity is happening and still need to hear how the customer understands the work, where expectations differ, and what requires a decision.
Customer Progress Conversations describes the broader capability of examining progress with the customer. The Advanced Customer Conversation Model© focuses on how those post-sale conversations are approached.
Compelity’s Advanced Sales Conversation Model© addresses judgment in pre-sale conversations. Selected conversation and judgment concepts from that model informed this direction and are being adapted for post-sale use.
Once the customer begins putting a decision to work, new questions emerge. What is working as expected? Where are people struggling? What needs to change? These are the conversations the Advanced Customer Conversation Model© is being developed to support.
You may already know where the conversation becomes difficult. Perhaps the account update describes activity but leaves the customer’s experience unclear. Perhaps several people have different views of what needs attention.
Tell us what your team is encountering. We can begin with those conversations and the capability you want to develop.
