Applearn Selling approach Flashcards
Ideal customer industry
Banking and finance, pharma, telecomms
Application stakeholder..
HR,Finance,Risk,Sales
interested in maximising value of software to users
Service management…
responsible for delivering support. IT
Application stakeholder pains
Struggle with user adoption and users using software inefficiently impacts productivity.
service management pains
Users dont make use of support available and unhappy with experience impacting NPS/CSAT
application stakeholder question ..
how challenging is it to get user to complete task in (application)?
Service management question
How often do you see users bypassing self-service support and coming straight to service desk?
Who we sell to (job titles)
People who work in HR, CRM,ERP and Change/Transformations
Service management Pain point - Lots of support tickets coming in from cloud applications
Is the volume of support tickets coming in higher then expected? what type of application cause the most tickets?
Service management Pain point - employees dont follow the desired support operating model
how often do you see users bypassing self-service help and coming direct to service desk?
service management Pain point - journey for user to find self service too long
How long does it usually take users to find Self service assistance?
Application stakeholder Pain point - hard to get employees to complete all the tasks required of their role in application
How challenging is it to get all users completing all the tasks required of them ?
Application stakeholder - Pain point - efficiency, it takes users way too long to get stuff done inside application.
How often do you hear about (application) taking up too much of users time?
Application stakeholder pain point Data quality - employees complete processes incorrectly which then require rework.
How much time do you typically spend fixing incorrect data inside?
Application stakeholder Pain point - Low ROI and high TCO
To what extent has (application) delivered on the expectations the business had of it?
Turning pain points - Level two question
What IMPACT does that pain point have on ….
Level 2 question for service management
How costly is it for the business to deal with all those support tickets coming in ?
Level 2 question for service management 2
What impact does that increased MTTR have on the service delivery team ?
Level 2 question for application stakeholders
To what extent does that user inefficiency impact employee productivity ?
Level 2 question for application stakeholders
When users dont complete those key processes, what impact does that have on the value you see from the application?
Turning pain points - level 3 question
How IMPORTANT is it to you that
Level 3 question 1
How important to you is it that these problems get resolved
level 3 question 2
How urgent is it for you to get these problems solved ?
