Remote customer relations: creating a successful experience

On Wednesday July 20, I had the chance to host a live broadcast on the theme of remote business relations with :

• Cecile Schuster, Customer Success Manager, Modern Work at Microsoft
• Nicolas Rouze, Sales Director France, SME market, BouyguesTélécommunications
• Paul Berloty, CEO and co-founder of Modjo

Modjo enables us to boost the performance of our sales and customer success teams, based on data from videos and customer calls made by our employees. It was therefore essential for us to understand the adoption of video in customer meetings.

It was all the more important to have representatives from major groups, such as Bouygues Telecom and Microsoft, as smaller, more recent companies were born in the video industry and are therefore less representative of this evolution in customer interaction.

Find out more about the webinar and the questions and answers below:

1 - Is video used to make long-term sales to large companies?

Cécile is in charge of a customer success team for key accounts. Before the pandemic, her teams were 100% present in the field, on the customer's site. When the pandemic arrived, the teams were 100% on video.

What's the next step? The teams have retained 60% videoconferencing, which has made it possible to :

• Greater flexibility to find time to interact with customers
• The ability to make regional and international contacts
• Less time wasted traveling

Finally, with part of the meetings on video, the teams in charge of customer success have a clear gain in productivity, spending more time at customer meetings.

👉 Details at minute 3:00 of the replay.

2 - Is video used by the "inside sales" of major groups?

Unlike sales teams who seek out key accounts, in-house sales staff are more often in charge of SME accounts and are used to distance selling. As a result, they spend all day on the phone. And as Nicolas says, the problem with distance selling is "the distance".

In this sense, videoconferencing has made several things possible:

• Create a bond with a more human contact
• Gain greater control over the decision-making process, by involving more people more quickly: the telephone remains above all an exchange between 2 people.
• Exchange more information, for example by commenting on a contract

The impact is clear: sales cycles are shortened by 1 to 2 days, as video speeds up the "next steps" with prospects.

👉 Details in 7h15 of the replay.

3 - What tips do you have for setting up effective video customer meetings?

For key account teams used to face-to-face sales:

• Pay attention to your customer's "body language". This is true in person and remains true on video.
• Keep up the "small talk" at the start of the visio, we tend to get straight to the point.
• Keep remote meetings (follow-up, action points) and face-to-face meetings (lunch, crisis management) separate.

For remote sales teams accustomed to calls :

• Test with a POC, a small group of champions. It takes time to get used to seeing and being seen.
• Benefit from the assistance of change management professionals
• Take the plunge and be a trailblazer!

👉 Details of the rebroadcast at 4.30pm and Q&A at 8pm.

4 - And what about Modjo?

As the trend towards video-based customer relations accelerates, Modjo enables you to get even more out of these interactions. Modjo integrates with the most popular video tools (Microsoft Teams, Google Meet and Zoom), and enables you to retrieve information from these customer exchanges, for a better understanding of customer reality and collective performance.

👉 Details of the replay at minute 17:48.

Don't hesitate to contact me on LinkedIn if you're interested in the subject and would like to share your ideas for future webinars.

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Better,

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