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I just wrote a customer story where the interview subject was somewhat reserved. His company hasn’t used the software for all that long, so he spoke conservatively about the benefits they have experienced so far.
But to meet my client’s sales objectives, I need more measurable detail from that customer. So I suggested some return on investment detail to the customer contact. Based on what the customer told me in the interview, I calculated that the company saves about five man-hours per week. I then guessed at how much a man-hour might be worth in the organization. I put those figures in the actual written success story for the contact to review.
If my numbers are off, then he will correct them. If the company isn’t comfortable providing ROI numbers, then he’ll let me know. It never hurts to try. At least we did our best to get better detail in the customer story!
Anyone have any tactics to share for drawing out measurable detail from customers?