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Vertex Customer Lifecycle

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Vertex Customer Lifecycle
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Storyboard Description

This storyboard is the Vertex Customer Life cycle created from two brainstorming sessions, May 11 and 12, 2016, by Donn DeBoard.

Storyboard Text

  • Discover
  • One of our sales representatives talked with a Vertex Sales Engineer. They are a leader in tax technology . Paul, can we find out more about Vertex solutions?
  • Evaluate
  • Let's see what Vertex can offer us. Are there any demos we can see? Do we k now anyone in our industry using Vertex?
  • Envision Future
  • What about customer testimonials? Is there anyone in our industry using Vertex?
  • Are there any Vertex demos we can review?
  • Candidate organizations for Vertex solutions review promotional materials.
  • Decide
  • Review: • Value proposition and customer analysis. • Vertex solution demos • Current Vertx customer testimonials and advocates
  • Implement
  • Let's talk more to Vertex Sales. Define customer expectations and outcomes (includes contracts and Statement of Work)
  • Support/Use
  • After many discussions with Vertex Sales, customer decides to purchase Vertex solution.
  • • Implementation planning and execution • Post implementation review
  • • Implementation planning and execution •Training - early and often •Post implementation review •Equipped for highly technical issues •Issue resolution process •Self help (customer and employees)
  • Monitor
  • • Time to upgrade, migrate, or sunset ? • Metrics and values? • Renewal management • User turnover • New opportunities/health check?
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