Differentiation Through Enhancing the Value

A recent conversation with a VP of sales highlighted the frustrations of many sales professionals in this weak economy.

“How do we gain the attention of customers when they are being flooded with calls from so many sales reps?” he asked. “How do we differentiate ourselves enough that they want to talk to us and not feel they are getting the same story they hear from every other company?” These are good questions in a market where customers have smaller budgets and less time available to talk with suppliers. More companies are turning to RFPs as a way to limit the number of vendors they consider. Differentiating both the offering and the approach to the customer relationship has always been a competitive advantage. Today it is a critical necessity.

“Selling Value” — Key to Differentiation

The key, as always, is offering value — a term that has almost lost its meaning through overuse. Salespeople are often exhorted to “sell the value,” without much direction as to what that means. Too often it means trying to convince the customer of what the salesperson believes is the value, and the presumed value is being used to justify a higher price. But, if the focus shifts from the seller’s point of view to the customer’s, value means something very different. A customer’s definition of value includes both price and performance. Sellers of higher-end products and services focus on high performance as value. Customers, on the other hand, regard price as a key element in their perception of value. They may or may not be looking for the highest level of performance, and may not be willing to pay a premium price to get it. It’s important to understand value as defined by each customer. The only definition of value that matters is the one from the customer’s perspective.

To effectively differentiate, salespeople need to consider two critical questions:

• Where is my customer located on the Value Map?
• What are the critical characteristics of performance for this customer?

Where is My Customer Located?

If sellers of higher-end products and services focus on their own definition of value, they will miss a customer’s preference. For example, not every business customer is willing to pay a premium for a level of performance they don’t need. The place on the Value Map where customers are comfortable is where their required level of performance intersects with the right price. To differentiate themselves from competitors, salespeople need to align with the customer’s location on the Value Map, adjusting the performance level of the offering to be compatible with the customer’s price requirements. This level of analysis makes it possible to offer the customer a solution that is different from what competitors are doing — falling back on familiar strategies of value-adds the customer may not want, or justifying the high price, again basing it on the seller’s definition of value.

What are the Critical Characteristics of Performance for My Customer?

The key to matching the customer’s definition of value requires you to have a clear understanding of how they define performance. Typically, salespeople — and customers as well — tend to think of performance as pertaining to the solution or the features and benefits of the product. In fact, there is a much broader realm with other aspects of performance that affect every phase of the customer’s experience with the solution, from acquiring it to the time when it is renewed, replaced, or discarded.

The Customer Life Cycle represents the customer’s complete experience with a solution and consists of four phases, each of which offers opportunities for finding sources of value and differentiation:

1. Shop — identifying the right solution, establishing criteria, and making a decision.
2. Buy — the process of contracting, financing, paying for, and receiving the service.
3. Use — implementing, installing, and using the solution.
4. Dispose — upgrading, extending, or ending use.

In each of these areas, there are opportunities to solve a problem, create efficiencies, save the customer time, or reduce redundancies in their systems. The value to the customer can have a significant impact without necessarily adding cost.

Conclusion: Enhancing the Value Beyond Expectations

What is needed to create differentiation is a reassessment of the concept of value and a better model for aligning with the customer’s idea of fair value. By knowing where the customer is located on the Value Map, and understanding their criteria for fair price for the performance they require, you can offer a solution that precisely meets expectations. With such an offer, you will have differentiated your offering from that of your competitors. By extending the value beyond customers’ expectations, you can open up a still wider gap with the competition. The sales organization can enhance the customer’s perception of value by adding to the performance in ways that the customer may not have thought of. This can be achieved by leveraging the salesperson’s knowledge of the customer’s business to find sources of value in the customer’s experience across the entire Customer Life Cycle. Finding the opportunities for low- or no-cost additions to performance enables the sales force to offer value unique to their company and the customer; value that is difficult for competitors to match.