Executive conversations in #accountmanagement #customersuccess

18 Mar 2024 · 1 min

Watch on YouTube

0:57

In this presentation, the speaker introduces a guiding principle for senior‑level dialogue: you gain access to the problems you can solve by sounding like the people you’re speaking to. He expands this idea into a "deep, wide, high" framework for customer professionals—going deep to strengthen relationships, going wide to uncover new opportunities, and going high to increase influence within a client organization. The core challenge is mastering all three dimensions, which requires a shift from merely learning what to say to adopting a strategic, organizational mindset for more meaningful and influential executive conversations.

Chapters

How prepared are you to have better and more engaged executive conversations? Now, I heard an important quote in 2012, which changed the way I thought about having very senior conversations. The statement goes like this: "You get sent to who you sound like, and you get access to the level of problem you're trying to solve." That is true on so many different levels, and I want to explain it to you because as a customer professional or a leader of those teams, you're paid to go deep go wide and high within customer organizations. Going deep involves retaining and strengthening those relationships. Going wide expands the opportunities, and going high gains greater influence. However, the challenge lies in mastering all three of those areas, and learning to have more meaningful and influential executive conversations isn't as straightforward as learning what to say. It's about shifting mindset, thinking strategically and organizationally.