In this special in‑between episode of the Key Customer Growth Podcast, host Jermaine Edwards introduces a forthcoming webinar (April 14, 2020) focused on protecting an organization’s most important customers during a crisis. Edwards draws on his experience running multiple companies, completing 30 customer‑growth projects, and studying five decades of customer‑service research to present a concise, actionable framework he calls the “5 Customer Phases.” The framework is positioned as a rapid‑deployment crisis plan that can be implemented in days, even by organizations without an existing crisis map. He cites adoption by large enterprises such as Gartner, Dell, and GE, and promises case‑study examples, practical steps, and a shift in perspective that turns insight into skill and revenue‑protecting results. The episode ends with a call to subscribe, share feedback, and sign up for the webinar via a link in the description.
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Hi and welcome to the Key Customer Growth Podcast. My name is Jermaine Edwards and I have become obsessed with customer behavior and how people and organizations win with their best customers long term. After starting, failing, and growing my own companies, 30 customer growth projects, hundreds of strategies, and the study of 50 years of customer service research, I've seen firsthand how and why organizations win, lose, and win again with their most important customers. This podcast is my way of sharing those insights, failures, principles, and strategies so you can become what I call an Irreplaceable Advisor, someone so valuable your customers never want to leave. In an increasingly competitive world, how do you continue to deliver unrivaled value and deepen those most important customer relationships? Join me as your customer growth guide, your Your journey starts here.
Hey, it's Jermaine Edwards, your customer growth guide, and welcome to episode number 20. And this is a special in-between episode because I've got something really exciting for those who are perhaps looking and listening to this podcast in the month of April 2020. And I've got a specific webinar that's coming up next week, literally on the 14th of April. If you get this at this time or beyond it, you can actually still access, or you will be able to access, the video should you sign up to my mailing list from here. But I wanted to give you some updates on why I am delivering this webinar, why I believe this particular area is going to be really important for the success and future success of your business with your most important customers. So I'll be talking about how we protect our most important key customers in any crisis. Learning how to implement— what I'm going to give you is the 5 customer phases to deepen relationship ties and protect opportunities as well as your profits. Now, in episode number 19, I actually cover a lot of this in a little more detail with some links there to the blog directly. What I want to do is just highlight the core learnings here that's going to be really important. So, learning number 1: understanding the 5 principles to create confident customer crisis plans. This is used by organizations like Gartner, Dell, GE, and a range of different large enterprise companies that could be applied to small and medium-sized companies or any organization, whether you have a crisis plan organizationally or not. Something you could implement literally within a few days at rapid speed to respond to any kind of situation. So it's designed to do that for the person who does not have the opportunity to create a, literally, a crisis map or some kind of organizationally designed plan right now. You want to be able to respond, you want to be able to do that proactively with the right kinds of considerations and thoughtful processes, thoughtful steps that will give you the ideal result you want with your customer. So you're going to learn how to increase your team and organization's capability and adaptability in a crisis, particularly a customer one we're focusing on. Walk away with a framework for designing a customer plan for protecting your profits, reputation, and relationships. So, so important. It's not just about understanding the what, but it's also understanding the components that go into it. That needs to be there consistently to ensure you as a business can operate and repeat this predictably in the future. You also get an opportunity to hear what other organizations have done, hear some specific case studies, and ask questions important to you. I want you to be there, and there's, there's no sales pitch here. It's just education and value because my goal here and the goal for the companies that I represent and I've started to help organizations in this journey of customer transformation is to ensure you can wake up confidently every single day knowing you have what it, what it takes, you have what you need, and most importantly, you have the tools you need to be able to drive revenue, relationships, and renewal predictably every single month, every single year with your most important customers. And it's very possible, it really is, but it begins with a shift in perspective before a shift in activity. And this will give you the opportunity to do that shift in perspective so you get new insight, new knowledge, turning that into skill and then into results. Looking forward to you being there. There's a link inside the description to get access to this webinar, or you can go directly to jermaineedwards.com/customer-crisis-plan-workshop, and you'll be directed directly to the sign-up page. 14th of April, 4 PM BST, that's British Standard Time, and I'll see you there.
Hey, thanks for listening to the Key Customer Growth Podcast. Hope you enjoyed the episode and got some great value. If that has been your story today, please share, comment, and subscribe so we can reach more people with the message and impact them also. Most importantly, I want to hear your feedback on what you liked or what you would like to hear and see in the future. Look forward to hearing from you, and you can find all the show notes below. Wishing you success in becoming an irreplaceable advisor.
