Right off the bat, I have to admit that I have been a big fan of Amazon for the past few years already. Every single time I have had an interaction with the representatives of the brand, the outcome has been productive and positive.
The lasting impressions and long-term relationships that we build with our clients are very important. Making sure that users can get the most out of the product increases loyalty and leads to wider adoption.
Amazon excels in this post-sale, long-term care. Having done some research on just what makes them so friggin' great, I came across their Outcome-Based Account Management programme. In a nutshell, instead of trying to sell more and more things, Amazon focuses on enabling their users to achieve more. They provide additional resources, expertise and consulting around the basic product that enhance the wider business objectives of their clients.
We use AWS at Passle and the wealth of knowledge and resources, as well as the helpfulness of their account managers, have given a massive boost to our GDPR compliance preparation. Apart from being approachable and helpful, they have shown interest in our business which translates to tailored responses more relevant to our organization.
All in all, this great attitude and positive experience has built my trust in them not only as suppliers, but most importantly, as long-term business partners. I believe this is how every organization should strive to be seen by their clients. Collaboration on big projects, such as GDPR, is key, and you want to work alongside partners you can trust.
Bottom line? I have been converted from a client to an advocate. Outcome achieved.
OBAM is the process, tools, competencies, and dialogue architecture for initiating and solidifying Amazon Web Services' customer-obsessed relationships, fixated on the journey of transforming the seller-customer engagement into a lifelong strategic relationship.