loader from loading.io

Solving Customer Problems in a Crisis

Key Customer Growth Podcast with Jermaine Edwards

Release Date: 03/27/2020

The Single Most Important Thing in Key Account Management show art The Single Most Important Thing in Key Account Management

Key Customer Growth Podcast with Jermaine Edwards

In our latest episode of the Key Customer Growth Podcast, I’m talking about the single most important skill in key account management… Customer Leadership. We cover the posture of customer leadership and the key leadership qualities you can utilise inside your organisation. When my companies moved from customer management into personal and customer leadership that’s when things shifted significantly.  We created new opportunities, maintained profitability and formed new partnerships. Listen to it in full now and let me know what you think - make sure you also on the same topic.

info_outline
How To Apply Hyper Adaptation Inside Your Organisation show art How To Apply Hyper Adaptation Inside Your Organisation

Key Customer Growth Podcast with Jermaine Edwards

“It is not the strongest of the species that survives, nor the most intelligent but the one most responsive to change.” - Charles Darwin We live in a time when we’re constantly needing to adapt, as change can’t be ignored. Adaptability is the skill every organisation needs if they want to succeed. It is no longer about whether you can change or how fast the change is happening. It’s now about how quickly or easily you can change. It is this change that creates advantages. In this week’s podcast, I go into detail on Adaptation Theory to seek advantages that I call ‘Hyper...

info_outline
How to Handle a Customer Crisis show art How to Handle a Customer Crisis

Key Customer Growth Podcast with Jermaine Edwards

This week’s episode of the Key Customer Growth Podcast is a short but vitally important one. You’ve heard me talk a lot about crisis management in the past few weeks, specifically in the context of your customers. It’s crucial for your organisation to know how to protect your most important key customers in any crisis. There are five customer phases that will help deepen relationship ties and protect opportunities, as well as your profits. I’m running a complimentary live workshop on April 14th to talk you through the customer crisis plan. This can be implemented within a few days at...

info_outline
Managing Customers in a Crisis show art Managing Customers in a Crisis

Key Customer Growth Podcast with Jermaine Edwards

Our latest episode of the Key Customer Growth Podcast is here and it’s on a topic that is very commonly overlooked.   In current times, it’s easy to know that we’re in a time of uncertainty and crisis. We’re having to pivot in all areas of our lives to make it work.   However, crises aren’t always easy to predict, especially if you have no mechanism for evaluating the possible risks.   Today’s podcast is about how we can manage our customers in a crisis. When a crisis hits, it can be easy to stop focusing on our customers, which can lead to damaged relationships...

info_outline
Solving Customer Problems in a Crisis show art Solving Customer Problems in a Crisis

Key Customer Growth Podcast with Jermaine Edwards

We’re living in uncertain times right now. In fact, a VUCA (Volatile, Uncertain, Complex, Ambiguous) world. Not just as business customer leaders but in our personal lives, too. That’s why this week's episode of the Key Customer Growth podcast is about solving problems you didn’t see coming, just like the current crisis. I made it specifically about dealing with your customers. Life loves to throw curve balls and there will most likely be many more coming your way from a business and a personal perspective; we need to make sure we’re ready for them. Join me as I cover strategies to get...

info_outline
The KAM Customer Life Cycle show art The KAM Customer Life Cycle

Key Customer Growth Podcast with Jermaine Edwards

The latest episode of the Key Customer Growth podcast is out and it’s a good one! I talk about something I haven't heard spoken about in the key account context. It's usually only used in terms of marketing and sometimes from a sales perspective but never really as identified steps that are helpful for somebody managing a portfolio of top customers or a key customer themselves, where it can be really powerful. And this thing is.... the Customer Life Cycle. In this case, The Key Account Management (KAM) Life Cycle. So the big question here is… How do we know what stage our customer...

info_outline
Why Your Customer Conversations Might Suck show art Why Your Customer Conversations Might Suck

Key Customer Growth Podcast with Jermaine Edwards

How do you rate the quality and impact of your customer communication and conversations today? The reality is, we often overestimate the quality and impact of them. It’s important that we provide enough space to think about what we can do to improve them significantly, what might be missing or what's possible if we chose to be more intentional with customer communication and conversations. Don’t allow George Bernard Shaw’s quote of “The single biggest problem in communication is the illusion that it has taken place” to go unrecognized. Just because you say something doesn't mean they...

info_outline
Buying Decisions show art Buying Decisions

Key Customer Growth Podcast with Jermaine Edwards

In this week’s episode of the Key Customer Growth Podcast, we’re covering the buyer’s process, in particular that of your most important customers. Have you ever been surprised by a customer's decision to not choose you, especially when you thought you were their number one choice? You took all the right steps, controlled the process and ticked all the boxes but for some reason, the customer either decides to do nothing or, worse still, they go with a competitor! Why do they do this and how can we stop it? Fact: once we’ve acquired a customer, they may not always see you as their...

info_outline
Growth Systems show art Growth Systems

Key Customer Growth Podcast with Jermaine Edwards

In this week's episode of the Key Customer Growth podcast, I talk about Growth Systems. Growth Systems are the most important systems and practices needed to support growth drivers. If you don’t know what growth drivers are, make sure you . Growth Systems enable you to effectively assess how well you’re really doing in key areas. They stop you leaving money on the table and impact your long-term results within your business and with your customers. When applied, growth systems can lead to an increase in revenue by four times! Without them you won’t be able to properly leverage, grow and...

info_outline
RAS Moments show art RAS Moments

Key Customer Growth Podcast with Jermaine Edwards

In episode 13, I discuss something I came across many years ago that has had a gradual impact on my life. RAS moments. These are Random acts of Success. You’ve probably come across these before in your career and life, too. They are successes that we cannot repeat or replicate or to which we can look to predictably produce year-on-year results. And therein lies the problem. If we can’t get the same specific results by doing the same things, then it means we have failed to fully understand exactly what it is that contributed to our success. In the case of customer relationships, this is...

info_outline
 
More Episodes

We’re living in uncertain times right now. In fact, a VUCA (Volatile, Uncertain, Complex, Ambiguous) world.

Not just as business customer leaders but in our personal lives, too.

That’s why this week's episode of the Key Customer Growth podcast is about solving problems you didn’t see coming, just like the current crisis.

I made it specifically about dealing with your customers.

Life loves to throw curve balls and there will most likely be many more coming your way from a business and a personal perspective; we need to make sure we’re ready for them.

Join me as I cover strategies to get you ready when the unsuspected challenges arrive as well as covering different techniques such as the thinking time process.

You can also read my blog post on solving problems you didn't see coming to be even better prepared to deal with this kind of situations.


Jermaine Edwards
Your Customer Growth Guide