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How can you handle difficult enterprise software clients effectively?

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Enterprise software clients can be challenging to deal with, especially when they have high expectations, complex requirements, and tight deadlines. However, by applying some effective strategies, you can handle them professionally and successfully, and build long-term relationships. In this article, we will share six tips on how to manage difficult enterprise software clients effectively.

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1 Understand their needs

The first step to handle difficult enterprise software clients is to understand their needs and expectations. You need to ask relevant questions, listen actively, and clarify any doubts or assumptions. You also need to research their industry, competitors, and goals, and demonstrate how your software can solve their problems and add value. By showing that you understand their needs, you can establish trust and rapport, and avoid misunderstandings or conflicts later.

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Belinda Wong

Board Member | Investor | Independent Advisor on scaling GTM and Operations
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Active listening is one of the most important and hardest part of winning the trust of your client as a consultant. Having been on both sides of a software contracts, I've found the asking question tactic to be the most effective when it's done well. By well, I mean that as the questioner, you have formed questions that take into account the clients statements and, as the client, you felt listened and the consultant have opened aspects of the issues you want to consider more.

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2 Communicate clearly and regularly

The second step to handle difficult enterprise software clients is to communicate clearly and regularly. You need to set realistic expectations, define the scope and deliverables, and agree on the timeline and budget. You also need to update them on the progress, feedback, and issues, and use the preferred channels and tools. By communicating clearly and regularly, you can keep them informed and engaged, and prevent surprises or delays.

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Venkataramana Nishtala

Global Delivery Leader | Transformation Leader | SaaS | CLM | CRM | IoT | BSS/OSS | eSIM eUICC |SCM | HCM | Multi-culture work experience
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Dealing with demanding clients can be frustrating, but remaining patient and professional throughout the process is essential. You can try to put yourself in your client's shoes and understand their perspective. This can help you to find a solution that works for both parties. Be willing to adapt your approach to meet your client's needs. Every client is different, and it is essential to tailor your approach to their specific situation. Anticipate potential issues and address them before they become problems. Keep your client informed of any changes or delays in the project. Avoid getting defensive or emotional, and focus on finding a solution to the problem.

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3 Manage their feedback and expectations

The third step to handle difficult enterprise software clients is to manage their feedback and expectations. You need to solicit and acknowledge their feedback, and implement it as much as possible. You also need to explain the rationale and limitations of your decisions, and negotiate any changes or requests. By managing their feedback and expectations, you can ensure that they are satisfied and aligned with the project outcomes, and avoid scope creep or rework.

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Alagappan Veerappan (Alag)
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Most of the big corporations (enterprise clients for professional service business) have a complex organization structure with multiple stakeholders. So, it is critical to do the following things to create a win-win outcome for both (we and clients). 1) Align on the outcomes and expectations for each sprint as well as overall program (what is the success measure and how we define) 2) Other than steering committee meeting (which is critical for group alignment) it is critical to have one on ones to get feedback from critical stakeholders 3) Identification of program risks, mitigation plan and communication 4) Recognize key stakeholders from client organization and get them engaged on the program

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4 Handle their complaints and objections

The fourth step to handle difficult enterprise software clients is to handle their complaints and objections. You need to listen empathetically, apologize sincerely, and resolve the issues promptly. You also need to provide evidence and data to support your claims, and address any concerns or doubts. By handling their complaints and objections, you can demonstrate your professionalism and accountability, and retain their loyalty and trust.

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5 Educate and train them

The fifth step to handle difficult enterprise software clients is to educate and train them. You need to provide them with adequate documentation, tutorials, and support, and help them learn how to use your software effectively. You also need to showcase the features and benefits of your software, and encourage them to explore and experiment. By educating and training them, you can increase their adoption and satisfaction, and reduce their frustration and dependence.

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Kumarsamyraja K R

Digital Transformation Leader specializing in PLM, SLM, and GENAI solutions, with extensive consulting and delivery experience and a passion for innovation.
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As the word Enterprise Software means the user base will be Large and they belong to multiple departments or domains. Working on Enterprise software is a change management initiative, Educating or training them continuously will enable good adoption. The training materials should be accessible to them at any time.

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6 Ask for referrals and testimonials

The sixth step to handle difficult enterprise software clients is to ask for referrals and testimonials. You need to ask them for feedback, reviews, and ratings, and use them to improve your software and service. You also need to ask them for referrals, introductions, and recommendations, and use them to expand your network and reach. By asking for referrals and testimonials, you can leverage their satisfaction and trust, and generate more leads and sales.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you handle difficult enterprise software clients effectively?

1

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4

5

6

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1 Understand their needs

2 Communicate clearly and regularly

3 Manage their feedback and expectations

4 Handle their complaints and objections

5 Educate and train them

6 Ask for referrals and testimonials

7 Here’s what else to consider

Enterprise Software

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How can you handle difficult enterprise software clients effectively?

1

2

3

4

5

6

7

1 Understand their needs

2 Communicate clearly and regularly

3 Manage their feedback and expectations

4 Handle their complaints and objections

5 Educate and train them

6 Ask for referrals and testimonials

7 Here’s what else to consider

Enterprise Software

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