Prospect research for Sales

1. Sales Opportunity Assessment Report - S.O.A.R with Client Research
1. METRICS, KPIs, SALES, INTERACTIONS, (CALL VOLUME , AGENT COUNT, ETC.)
2. CAPABILITY VERSUS ACTUAL (DIVISIONS, CHANNEL CALL FLOWS, ETC.)
3. CUSTOMER EXPERIENCE OFFERINGS
4. ORGANIZATIONAL STRUCTURE
5. TOP INITIATIVES/STRATEGIES/GOALS OF EXECUTIVES
6. TOP INITIATIVES/STRATEGIES/GOALS OF CALL CENTER
7. POWER STRUCTURE
8. APPROVAL PROCESS
9. COMPETITIVE LANDSCAPE
10. PROBLEM BEING SOLVED
11. BUDGET
12. PARTNERS INVOLVED
13. OBJECTIONS
14. RISK ANALYSIS 1

2. - CALL CENTERS -
David Cutler
617-331-7852
dcutler@eatmedia.com
GM – OnStar - Interactions
AT&T - Alorica
Verizon
T-Mobile
Comcast - Xfinity
Blue Cross Blue Shield
Citigroup
Bank of America
S.O.A.R.
Prospects:

3. METRICS, KPI, SALES, INTERACTIONS,
(CALL VOLUME , AGENT COUNT, ETC.)
• The leading indicator to whether or not you will earn a commission.
• The hardest data points to obtain
• Research, Research, Research. The info is out there. Either in a LinkedIn profile or
through making some assumptions.
• Without these, you have an unqualified account and could be wasting cycles.
• Searches
– “Brand” contact center seats LinkedIn
– “Brand” call center seats LinkedIn
– “Brand” customer support center agents
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4. CAPABILITY VERSUS ACTUAL
(DIVISIONS, CHANNEL CALL FLOWS, ETC.)
• Call their 800 number(s)
• Annotate what they offer their customers through their phone
• Is it just “Press”? Can you “Say” anything to their automation?
• What do they allow their customers to do through this automation? Map it out in a call flow.
• Map out the other customer journeys? Website, Webchat, Text, Social, Email. Whatever
they offer, map it out.
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5. CUSTOMER EXPERIENCE OFFERINGS
• Does Prospect offer a customer support 800 number on their website.
• Do they offer webchat
• Do they have text
• Do they have social channels
• What are the tasks they allow their customers to do with them?
– Track Orders, FAQs, Start Services, Check Orders, Order Products
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6. ORGANIZATIONAL STRUCTURE
• Who reports to who
• CEO down to Individual Contributor
• Individual Contributor to CEO
• Matrix, cross functions
• How will this organizational structure help you get engagement and accomplish the pitch?
• How might it prevent you from getting to pitch?
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7. TOP INITIATIVES/STRATEGIES/GOALS OF EXECUTIVES
• What are the top 5 CEO, COO, CFO, CMO, CIO, CSO priorities.
• How will you have to talk into those roles in order to get an opportunity to pitch?
• What can we do for them that helps knock down their biggest concerns? Open New
Markets? Increase Sales? Increase customer experience.
• Tie to their goals
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8. TOP INITIATIVES/STRATEGIES/GOALS OF CALL CENTER
• What is the most important thing to the call center leadership?
• Is it faster speed to resolution?
• Is it more availability of team for critical events?
• Are their results tied to center leadership goals and bonus?
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9. POWER STRUCTURE
• Who reports to who?
• Who decides?
• Who will sign the MSA & SOW
• Where does their responsibility live in the grand scheme of the company achieving
results?
• Will they have to negotiate with others on their team in order to execute our solution?
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10. APPROVAL PROCESS
• Who opens the requisition?
• Who will be the approval chain (6-8 people for decision)?
• What will make it brutally easy for them to process the purchase?
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11. COMPETITIVE LANDSCAPE
• Who is in the Prospect now? How long have they been there?
• What do they have that we don’t?
• What do we have that they don’t?
• What are they saying in the vertical about what they do for the Prospect?
• Who are their competitors? How does Prospect compete with?
• What can we do to help them blow their competition out of the water?
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12. PROBLEM BEING SOLVED
• Is it they are losing customers? Revenue? Market Share?
• Are their customers complaining? Where and what are they saying?
• Are they losing customers? Who/What is taking them away?
• Are their competitors blowing them out of the water?
• Cliché but what keeps them up? What do they wish would just go away from their
responsibilities?
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13. BUDGET
• Do they have money?
• Is any of it earmarked for CX?
• Where is their budget going today?
• Do they do mid or late year out of budget spends?
• Does any of their budget have subscriptions fees in it? How much?
• When is last time they spent at least $84000 on a monthly subscription?
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14. PARTNERS INVOLVED
• Who are Prospect Partners? How are they involved? (Tech/Business)
• Do we have relationships with their Partners? Should we?
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15. OBJECTIONS
• Why haven’t they purchased technology like ours in the past?
• Do they think they will use our solutions?
• Do they trust us? You?
• If they don’t have budget would they consider adding us to their upcoming budget cycle?
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16. RISK ANALYSIS
• What are their biggest risks to their business?
• Why do they feel they have those risks?
• What would happen to their business if their risks were not mitigated?
• How can our solutions help mitigate their risks?
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