{"id":17081,"date":"2024-01-17T15:43:13","date_gmt":"2024-01-17T10:13:13","guid":{"rendered":"https:\/\/www.vue.ai\/blog\/?p=17081"},"modified":"2024-08-12T10:07:43","modified_gmt":"2024-08-12T04:37:43","slug":"masterclass-series-managing-strategic-customers","status":"publish","type":"post","link":"https:\/\/www.vue.ai\/blog\/ecommerce\/masterclass-series-managing-strategic-customers\/","title":{"rendered":"Masterclass Series: Managing Strategic Customers"},"content":{"rendered":"<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_65 counter-hierarchy ez-toc-counter ez-toc-transparent ez-toc-container-direction\">\n<p class=\"ez-toc-title\">Table of Contents<\/p>\n<label for=\"ez-toc-cssicon-toggle-item-6a4210ec4927e\" class=\"ez-toc-cssicon-toggle-label\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/label><input type=\"checkbox\"  id=\"ez-toc-cssicon-toggle-item-6a4210ec4927e\" checked aria-label=\"Toggle\" \/><nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.vue.ai\/blog\/ecommerce\/masterclass-series-managing-strategic-customers\/#heres-what-organizations-need-to-know-about-managing-strategic-customers\" title=\"Here\u2019s what organizations need to know about managing strategic customers:\">Here\u2019s what organizations need to know about managing strategic customers:<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.vue.ai\/blog\/ecommerce\/masterclass-series-managing-strategic-customers\/#what-differentiates-a-strategic-customer\" title=\"What differentiates a strategic customer\">What differentiates a strategic customer<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.vue.ai\/blog\/ecommerce\/masterclass-series-managing-strategic-customers\/#how-organizations-should-go-about-managing-strategic-customers\" title=\"How organizations should go about managing strategic customers\">How organizations should go about managing strategic customers<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/www.vue.ai\/blog\/ecommerce\/masterclass-series-managing-strategic-customers\/#why-strategic-customers-are-key-to-long-term-goals\" title=\"Why strategic customers are key to long-term goals\">Why strategic customers are key to long-term goals<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/www.vue.ai\/blog\/ecommerce\/masterclass-series-managing-strategic-customers\/#about-tia-wucher\" title=\"About Tia Wucher\">About Tia Wucher<\/a><\/li><\/ul><\/nav><\/div>\n<span class=\"rt-reading-time\" style=\"display: block;\"><span class=\"rt-label rt-prefix\">Reading Time: <\/span> <span class=\"rt-time\">3<\/span> <span class=\"rt-label rt-postfix\">minutes<\/span><\/span>\n<p>A strategic customer represents an account that plays a critical role in an organization&#8217;s growth. Whether it&#8217;s in terms of high ARR, opening up new avenues for growth due to the reputation they hold in the target market, or simply representing the ideal persona when it comes to product development. <a href=\"https:\/\/www.forbes.com\/sites\/johnrampton\/2016\/01\/11\/how-to-turn-community-into-strategic-customers\/?sh=52015e4d60c8\" target=\"_blank\" rel=\"noreferrer noopener\">Organizations that skillfully manage strategic customers stand to reap enormous rewards.<\/a><br><br>We recently hosted Tia Wucher at <a href=\"https:\/\/www.vue.ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">Vue.ai<\/a>. During the session, Wucher delved deep into how organizations should go about building strong foundations for relationships with these customers. She also covered how she has achieved success in the past.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"heres-what-organizations-need-to-know-about-managing-strategic-customers\"><\/span><strong>Here\u2019s what organizations need to know about managing strategic customers:<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"what-differentiates-a-strategic-customer\"><\/span><strong>What differentiates a strategic customer<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/www.vue.ai\/blog\/wp-content\/uploads\/2024\/01\/13-1024x576.jpg\" alt=\"\" class=\"wp-image-17082\" srcset=\"https:\/\/www.vue.ai\/blog\/wp-content\/uploads\/2024\/01\/13-1024x576.jpg 1024w, https:\/\/www.vue.ai\/blog\/wp-content\/uploads\/2024\/01\/13-300x169.jpg 300w, https:\/\/www.vue.ai\/blog\/wp-content\/uploads\/2024\/01\/13-768x432.jpg 768w, https:\/\/www.vue.ai\/blog\/wp-content\/uploads\/2024\/01\/13-1536x864.jpg 1536w, https:\/\/www.vue.ai\/blog\/wp-content\/uploads\/2024\/01\/13-2048x1152.jpg 2048w, https:\/\/www.vue.ai\/blog\/wp-content\/uploads\/2024\/01\/13-150x84.jpg 150w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p>Strategic customers can either be in the form of multi-matrix organizations or massive organizational structures. This typically involves the team working with various personas as points of contact. Apart from this, strategic customers also tend to have complex expectations from their partners. And their need for extensive support from the partner team is what differentiates them from regular customers. <strong><em>In situations like this, flexibility and thoughtful consideration are key.<\/em><\/strong><\/p>\n\n\n\n<p>Furthermore, the biggest hurdles with strategic customers are usually in the form of management and organizational changes. However, this can be overcome through frequent engagement. <\/p>\n\n\n\n<p>While dealing with a strategic customer, it\u2019s important to remember this &#8211;  <strong>a transactional approach to the relationship will not benefit the overall strategic vision.&nbsp;<\/strong><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"how-organizations-should-go-about-managing-strategic-customers\"><\/span><strong>How organizations should go about managing strategic customers<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/www.vue.ai\/blog\/wp-content\/uploads\/2024\/01\/11-1-1024x576.jpg\" alt=\"\" class=\"wp-image-17083\" srcset=\"https:\/\/www.vue.ai\/blog\/wp-content\/uploads\/2024\/01\/11-1-1024x576.jpg 1024w, https:\/\/www.vue.ai\/blog\/wp-content\/uploads\/2024\/01\/11-1-300x169.jpg 300w, https:\/\/www.vue.ai\/blog\/wp-content\/uploads\/2024\/01\/11-1-768x432.jpg 768w, https:\/\/www.vue.ai\/blog\/wp-content\/uploads\/2024\/01\/11-1-1536x864.jpg 1536w, https:\/\/www.vue.ai\/blog\/wp-content\/uploads\/2024\/01\/11-1-2048x1152.jpg 2048w, https:\/\/www.vue.ai\/blog\/wp-content\/uploads\/2024\/01\/11-1-150x84.jpg 150w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p>Keenly listening to the pain points and challenges of strategic customers is crucial for a successful partnership. <\/p>\n\n\n\n<p>A handy tip is to <strong>identify areas for improvement<\/strong> and help customers level up from their current standing. This can be done by nudging them to take a closer look at their processes. And then, assisting them by implementing innovative solutions to their problems.&nbsp;Another method to achieve this is by carrying out a <strong>SWOT Analysis<\/strong> to holistically look at and evaluate the various strategic customers. <br><strong>By actively prioritizing the weaker aspects and capitalizing on the customer&#8217;s strengths,&nbsp; teams can build meaningful relationships with strategic customers. <\/strong>This, in turn, goes a long way in retaining them.&nbsp;<\/p>\n\n\n\n<p>In case teams land themselves in a dicey situation, here\u2019s advice straight from Tia\u2019s playbook &#8211; <strong>leverage the influence and authority of executives and leaders from your own organization.<\/strong><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"why-strategic-customers-are-key-to-long-term-goals\"><\/span><strong>Why strategic customers are key to long-term goals<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/www.vue.ai\/blog\/wp-content\/uploads\/2024\/01\/12-1024x576.jpg\" alt=\"\" class=\"wp-image-17084\" srcset=\"https:\/\/www.vue.ai\/blog\/wp-content\/uploads\/2024\/01\/12-1024x576.jpg 1024w, https:\/\/www.vue.ai\/blog\/wp-content\/uploads\/2024\/01\/12-300x169.jpg 300w, https:\/\/www.vue.ai\/blog\/wp-content\/uploads\/2024\/01\/12-768x432.jpg 768w, https:\/\/www.vue.ai\/blog\/wp-content\/uploads\/2024\/01\/12-1536x864.jpg 1536w, https:\/\/www.vue.ai\/blog\/wp-content\/uploads\/2024\/01\/12-2048x1152.jpg 2048w, https:\/\/www.vue.ai\/blog\/wp-content\/uploads\/2024\/01\/12-150x84.jpg 150w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p>Teams can gain critical insights into the market landscape and the potential it holds by thoroughly exploring the expectations of these strategic customers. In the long run, <strong>the long-term trust built between the customer and the firm could also lead to references to other key organizations<\/strong> and open up avenues for multi-fold growth.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"about-tia-wucher\"><\/span>About Tia Wucher<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<div class=\"wp-block-media-text alignwide is-stacked-on-mobile\"><figure class=\"wp-block-media-text__media\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/www.vue.ai\/blog\/wp-content\/uploads\/2024\/01\/Masterclass-Series-Ajey-Gore-1024x576.jpg\" alt=\"\" class=\"wp-image-17085 size-full\" srcset=\"https:\/\/www.vue.ai\/blog\/wp-content\/uploads\/2024\/01\/Masterclass-Series-Ajey-Gore-1024x576.jpg 1024w, https:\/\/www.vue.ai\/blog\/wp-content\/uploads\/2024\/01\/Masterclass-Series-Ajey-Gore-300x169.jpg 300w, https:\/\/www.vue.ai\/blog\/wp-content\/uploads\/2024\/01\/Masterclass-Series-Ajey-Gore-768x432.jpg 768w, https:\/\/www.vue.ai\/blog\/wp-content\/uploads\/2024\/01\/Masterclass-Series-Ajey-Gore-1536x864.jpg 1536w, https:\/\/www.vue.ai\/blog\/wp-content\/uploads\/2024\/01\/Masterclass-Series-Ajey-Gore-2048x1152.jpg 2048w, https:\/\/www.vue.ai\/blog\/wp-content\/uploads\/2024\/01\/Masterclass-Series-Ajey-Gore-150x84.jpg 150w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><div class=\"wp-block-media-text__content\">\n<p>Tia Wucher is currently the Director of Customer Success at Cypress.io. She comes with over two decades of experience in driving the customer success and marketing strategies of organizations such as Optimizely, GoKart Labs &amp; SPS Commerce, to name a few. Wucher is highly proficient in all things&nbsp;account management &amp; client relationships related and has led organizations to profitable brand success in the past.<\/p>\n<\/div><\/div>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n","protected":false},"excerpt":{"rendered":"<p><span class=\"rt-reading-time\" style=\"display: block;\"><span class=\"rt-label rt-prefix\">Reading Time: <\/span> <span class=\"rt-time\">3<\/span> <span class=\"rt-label rt-postfix\">minutes<\/span><\/span> A strategic customer represents an account that plays a critical role in an organization&#8217;s growth. Whether it&#8217;s in terms of high ARR, opening up new avenues for growth due to the reputation they hold in the target market, or simply representing the ideal persona when it comes to product development. Organizations that skillfully manage strategic  &#8230;<\/p>\n","protected":false},"author":23,"featured_media":17086,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[4],"tags":[],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Masterclass Series: Managing Strategic Customers | Vue.ai Blog<\/title>\n<meta name=\"description\" content=\"A strategic customer represents an account that plays a critical role in an organization&#039;s growth. 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