This is a very sensitive, politically charged question.
To summarize- out of the sale process the client has formed an exaggerated opinion as to what they will get. They keep referring back to what they think someone has promised to them. I am having a hard time gaining credibility for the implementation team and although I can involve sales resources occasionally I almost do not want to – as this seems to be creating too much finger pointing and it got us in trouble to begin with. How do you have this difficult conversation with the client and turn things around?
Thanks
Alex
To summarize- out of the sale process the client has formed an exaggerated opinion as to what they will get. They keep referring back to what they think someone has promised to them. I am having a hard time gaining credibility for the implementation team and although I can involve sales resources occasionally I almost do not want to – as this seems to be creating too much finger pointing and it got us in trouble to begin with. How do you have this difficult conversation with the client and turn things around?
Thanks
Alex