When Meeting Customer Needs is Not Enough - Part B

Article contributed by Barry Rosen, President of The Pursuit Group
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When it comes to “meeting customer needs,” top performers implement a structured and consistent program for identifying customer needs, then use this insight to generate solutions.   We call such a program Solutioneering.

Please note:  Solutioneering is not market research, where marketplace intelligence is gathered to identify new products and services for development.  Rather, Solutioneering is the organized practice of understanding an individual customer’s business issues – including those issues that don’t directly relate to your product or service – and aggregating a set of solutions that will make a difference for that customer and others with like needs.

 

An example:  ABC, Inc. has a network of service locations and couriers across the country.  Its insurance carrier provides an array of driver safety training that can reduce ABC’s accident rate and lower its insurance cost.  But, ABC is challenged to communicate the details, and manage compliance, for this training among its widely dispersed staff.  Through its Solutioneering effort, XYZ Insurance offers to create and administer a simple follow-up and testing program to ABC’s drivers that will increase compliance and identify additional training needs.  XYZ also creates a reporting form that it will review monthly with ABC to document progress.

In this example, Solutioneering works for XYZ on several levels.  For one, it demonstrates a clear understanding of the customer’s needs.  Secondly, it creates a meaningful differentiation between XYZ and other providers, even when the product – insurance in this case – is exactly the same.  And thirdly, it changes the comparative value proposition, forcing the buyer to evaluate purchase options on value received, rather than on price paid.

Starting an effective Solutioneering program at your organization will require a multi-discipline team that can think creatively about the customer’s needs and the solutions you could provide.  And, if your focus has traditionally been more “pushing product” than truly “meeting customer needs” you’ll need to address that first.   But it’s worth the effort.  Not only can it lead to a more loyal and profitable customer base, but effective Solutioneering may be the closest you can get to a sustainable competitive selling advantage.