Customers realise that the seller’s senior managers and business development professionals will not be delivering a significant portion of the services after the contract is signed.
So it is important to convince the customer that your key program people, starting with the program or contract manager, are both capable and compatible. This is especially important if bidding against an incumbent well known and liked by the customer.
Assign key program personnel a prominent role in presentations to customers. Prepare, rehearse and coach delivery team members to listen attentively, interact professionally and present confidently.
As you develop rapport with individuals in the customer organisation, seek feedback on the incumbent’s and your key personnel.
Ask customers who they would like to see managing this contract, and then find a way to commit that person to the contract.