You can take a look at the slides from this session (attached).
Watch the recording of the session here:
https://web.microsoftstream.com/video/bf020359-e15a-4c60-8d20-f55e6ef5c631
Read the text content of the slides:
Better Discovery Calls
Damian Carville, Manager US West
Why we are here
• Our goal is to develop a framework for great customer discovery calls
• You will all participate in a discovery call with a ‘customer’ (Thursday)
• Each team will record a 5-minute summary of the call and post it to TEAMS
• You will set the stage for a sales presentation and a Great Demo…
(we will NOT cover meeting logistics and pre-call research)
(Sorry for so many slides!)
Start at the end
Four pillars of every GREAT Demo
- Brevity
- Simplicity
- Relevance
- Impact
What is a discovery call?
• A two-way conversation
• An essential part of the customer qualification process
• The output of a discovery call is a mutually agreed agenda and next steps
• A GREAT discovery call sets up a ‘Great Demo’
• It is a TEAM effort (this is VERY important).
Why is a GREAT discovery call important?
On Friday, I received a call from a new Account Executive…
‘How do I make a demo be more focused on the customer’s primary problem?’
‘I think we could have made a bigger impact on this customer?’
Some good discovery had been done prior to the call…but not enough
Demo was setup to show them JMP
We showed them HOW TO identify the source of variation, along with several other JMP tools
We did not link a result to its impact on their business (and/or process)
What was missed?
• More understanding of the problem itself. How do they currently approach this situation? How often do have to scrap product?
• How did the problem impact the process? Other departments? Suppliers and/or customers? Morale?
• Do they have this problem with other processes?
• What would ‘success’ (or a pay-off) look like?
• What would it mean if they could increase yield consistently?
• (This is a VERY common situation, by the way. We are all busy, and our customers are very technical).
A framework for better discovery calls
Four types of questions
- Situation
- Problem
- Implication
- Need/Payoff
Next session
• Quick re-cap of this session
• Other types of customer meetings
• ‘Education versus recruitment’
• Who is the audience during a customer workshop?
• Preparation for team exercise
End of Session 1.
