Customer Reference Program: First Steps

Nov 29, 2010

Gain C-level support. If the CEO is onboard, then everyone else will pay more attention. It's good to remember that you can't improvise eliciting customer references. You have to plan for the discussion--know what you're going to say and who's going to say it. For example, if a service rep is the customer's favorite contact person, then he or she should be up to date on the details of your customer reference program (CRP) and know how to talk about the program in a matter-of-fact way. Your customers should be told they are in control and nothing will appear in print or online without their permission. Next, we need to figure out how to navigate around or through their approval process... .