Think Like Your Customer - A Winning Strategy to Maximize Sales by Understanding How and Why Your Customers Buy, 2005 by Bill Stinnett (z-lib.org)

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Index

U

Unknowns, eliminating, 179
Urgency

as Action Driver, 32, 34-35
in buying decisions, 152, 153
establishing, 175-76

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Index

V

Value
Denominations of, 46, 48-57, 63
lens of perception and, 62-64
perceived, 46-47
Sources of, 57-60, 63

Value Equation, 45, 47
Value Pyramid, 98, 99
Vendor-client partnership, 7-9. See also Customer relationships
Verbal agreements, 186-88

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Index

W

Websites
prospect's site, 9-10, 14
Securities and Exchange Commission (SEC) site, 12

Written proposals, 186-88

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List of Figures

Chapter 1: What Customers Think About

Figure 1.1: Your Customer's Prioritized Goals and Objectives

Chapter 2: What Customers Really Want

Figure 2.1: The Customer Results Model with a Gap
Figure 2.2: The Customer Results Model

Chapter 3: How Customers Perceive Value and Risk

Figure 3.1: The Value Equation
Figure 3.2: The Eight Major Denominations of Value
Figure 3.3: The Three Major Sources of Value
Figure 3.4: The Lens of Perception

Chapter 4: The Cause and Effect of Business Value

Figure 4.1: The Relationship of Causes and Effects
Figure 4.2: The Causes of Customer Satisfaction
Figure 4.3: The Effects of Customer Satisfaction
Figure 4.4: The Cause and Effect of Business
Figure 4.5: Your Customer's Goals
Figure 4.6: Your Customer's Strategies
Figure 4.7: Tying Your Functional Capabilities to Your Client's Tactics
Figure 4.8: Cross-Organizational Impact
Figure 4.9: The Business Value Pyramid
Figure 4.10: A Simplified BVH Model for Presentation

Chapter 5: The Value of Customer Relationships

Figure 5.1: The Trust Cycle

Chapter 6: The Sales Process-Redefined

Figure 6.1: A Sample Sales Process

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Figure 6.2: The Sales Process-Redefined
Figure 6.3: Facilitating the Buying Process

Chapter 7: Anatomy of a Buying Decision

Figure 7.1: The Four Elements of a Buying Decision
Figure 7.2: A Top-Down Buying Process
Figure 7.3: A Bottom-Up Buying Process
Figure 7.4: Helping Your Customer over Their Buying Hurdles

Chapter 8: Reverse-Engineering the Buying Process

Figure 8.1: The Processes That Lead to Point 'C'
Figure 8.2: Your Customer's Organization Chart
Figure 8.3: A Process of Mutual Discovery

Chapter 9: Elevating the Buying Process

Figure 9.1: Turning Many 'A's' into Many 'C's'

Chapter 10: Accelerating the Buying Process

Figure 10.1: The Strata of Your Customer's Organization