Our Client's Customer

A Fortune 100 company with a multi-year, nine-figure consulting contract.

The Situation

Due to unbudgeted cost pressures, the customer sought major price concessions from our client in the middle of the contract period.

The Solution

Targeted negotiations training workshops for our client's customer-facing sales and delivery teams. Through these sales training sessions, our client developed several proposals that allowed the customer to realize cost savings while maintaining or improving our client's margins.

The key was using a collaborative process to explore alternative approaches. By imagining themselves in the customer's situation, our client's team members were able to propose scope and delivery solutions that pleased both parties. The workshops also allowed our client's staff to role-play their customer meetings in advance with Yukon facilitators acting as the customer. These role-plays proved valuable in fine-tuning strategy and building confidence.

The Result

A win/win situation: Our client improved both the customer relationship and the profitability of the contract.

Client Comments

"The planning template was key. We were able to anticipate their moves and counter-moves weeks before the actual meeting."

"Our customer was very impressed with the thought that my team and I had given to his situation. We were able to help them with their budget issues and keep their internal constituents happy."

"We are already working on a contract extension!"