Customer mgmt in 24h
This short essay is intended for people who are familiar with Proakatemia’s final exam – the 24h challenge and Proakatemia’s jargon. Without a sufficient understanding of the learning methods and event itself, parts of the text can be misinterpreted.
The 24h challenge was a topic of our today’s paja. Together we reflected on this year’s challenges, and solutions and dig into the structure of the organization of the event itself, as well as the participating teams’ performance and difficulties. Going forward, we investigated what kind of roles there are to fulfil and ideated a 24h challenge test. I suggested I will take the responsibility of maintaining the connection with the customer. My focus would be on what can be also described as customer management.
At this point, I noticed a few things that in my understanding are crucial to be able to succeed. During the upcoming months, I will explore these issues and learn more about how to prepare myself as best as I can. Find my to-do list below.
- How to read the customer. Each customer is different, but what is probably the most important is the customer’s satisfaction in the end. It’s important to reflect quickly on what kind of mentality the customer has as that can be an important factor in deciding how to pitch the solution at the end. Before the pitch, I want to learn how to explore what the customer is really expecting. It could be from just having a good time, to the real implementation of the solution. An idea that customers can take forward, maybe an inspiration that will bring back the spark in the office or simply how to rise revenue by a specific number.
- What is the real need? It’s not unheard of that one comes to buy bread and leaves happily with a bag of croissants. It will be my job to skillfully challenge and find out what it is what customer really wants. If you just had bread all your life and never heard of a croissant, how could you dream about it?
- To support the first two tasks I will prepare a set of standard questions for the first 1h we get as a team to spar with the customer. That first 1h is crucial, to building trust and establishing a communication channel.
How can I build trust in such a short time?
- I like to think that having an open mind as a team for all the challenges is a start. Avoid quick assumptions and show excitement right from the start, after all, we are getting this unique opportunity to work together! This is the start of my research on the matter.
What is the best communication channel for that customer?
- It all depends. This year it felt like one customer would be happy to join the graduating team overnight to help them work on the challenge. While other, probably would not be too excited about answering calls at nine o’clock in the evening. Despite the two I know already that each time I will reach out it will affect the customer’s feelings and shape the expectation. For example: If I keep asking the same questions or give a hint of confusion, customer might think that I don’t really know what we are doing. On the other hand, each time, I contact the customer I get the opportunity to take them on board, get a confirmation for the work we do and excite them for our solution.
- How to change the direction. What if the challenge is too big to be solved in 24h? As a contact person, I must have the skills to bring this type of problem to a customer’s eyes and negotiate. This can again, affect a customer’s satisfaction.
To support the learning in these areas I will write an essay about trust or human relationships and I will organise at least one paja about customer management.