From presales to sustainment – where the customer IS always right

A presales consultant has a clear goal – do what is necessary so that the sales pro closes the business. These tasks include gathering requirements, demonstrating solutions, and answering questions. There is a start, middle, and end to this process. Well it is not this way in sustainment. The customer (no longer a prospect) purchased the software and now wants to use it to accomplish the business goals discussed in the presales process. What if there were no goals? What if the customer bought the solution and wanted to find some problems for the solution to address? What would you do? I suggest whatever the customer asks – if you wish to keep your job and the contract. In a sustainment, the customer IS always right!