Page 50 - CSSW 1.3
P. 50

Addressing the Common Blockers
      (III) Customer Forgets





      Personally Forget

      •    Stay in touch with the customer, ensure that they see value




      Organisationally Forget – change in people


      •    Stay in touch with the customer org, know about changes




      Related issue: Timing – don’t surprise a customer who forgets”

      •    The customer needs time to:
              •    Be aware
              •    Be comfortable

              •    Make the renewal
      •    Central Renewals Desk : relationship





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