This may mean that if you want to sell more, you will need to open your business and your business to your customers so they understand better how you operate, as it builds and delivers its solutions, at the same time that you must achieve a deep understanding of the business of its customer and the opportunities for improvement that the has. In this way, the idea is to work collaboratively in identifying and implementing solutions. This is exactly what we’re doing with some of our clients. With one of them, we have created a Committee of technological strategy in the commercial area, which has allowed us as a whole, define business strategies and support them with technological tools to achieve greater productivity in areas of marketing, sales and service to the customer. On a quarterly basis we have a Committee which discusses openly between both teams (our customer and us) to understand the situation, identify opportunities for improvement and build solutions to those needs. We define jointly work plans which involved people from both companies and put in place concrete plans of action, which obviously include products and services of our company.
We are currently replicating it in other of our customers, but we are doing it in a very manual way. The next step is to include more technology in the process. The reference article mentions a very interesting theme called customer ecosystem. Refers to a series of tools that allow to support the activity of co-creation of solutions between the client and the provider. Some of them are: use of tools of Social Networking (MySpace, Facebook, etc.) to work collaboratively in the development of products and services. Many companies have a presence on these networks to share information and concepts with clients Wikis for customers. A Wiki is a web site that is developed jointly. Its application in the commercial concept is to establish a web site in which you can share with the customer a product development process, a problem of administrative or technical type and in general any aspect that can help to collaboratively develop a solution portals enabled for the client.