T224(理解高价值外包客户的需求与动机).pdfVIP

Clients: Motivations and Obstacles 户动机与障碍 April 15, 2009 Mahesh Madiath Etelecare Global Solutions 丰祖军 上海肯普管理咨询有限公司 CONFIDENTIAL No information from this document may be circulated, quoted, or reproduced for external distribution without prior written approval from eTelecare. Objectives: Understand broadly the concept of ‘Trusted Advisor’ Understand the needs, motivations and obstacles affecting clients decisions Help clients think about their needs and potential solutions, in mutually beneficial ways Reduce clients concern and resistance by making recommendations in more compelling ways The intent is to help you think in a way that helps you build stronger relationships with clients Increase your success 1 Agenda Trust and it s implications Trusted Advisor Client Decision Making Process Influence Process Next steps 2 The SPEED of Trust – Increased trust results in increased speed and lower costs Trust is confidence - you know it when you feel it. Trust = Speed Cost 信任 速度 成本 You can have all the facts and figures, all the supporting evidence, all the endorsements that you want, but if you don t command trust, you won t get anywhere – Nail Fitzgerlad The Speed of Trust by Stephen M R Covey 3 Insights on Trust Grows, rather than j ust appears 信任需要培养 It can be effectively taught and learned 可以习得 It can beco