Considerations for business customer communications
When to communicate with business customers?
When balancing announcement and close, the goal is to select a time close enough to deal close to remain fresh for the business customers, but provide enough time to process the information.
What medium will be used to communicate with business customers?
Email instructions are the easiest way to reach a mass audience; however, face-to-face meetings can be more effective and personal. Townhalls, web-based training and teleconferences can all be used to supplement email communication.
How should you prevent business customers from being overwhelmed with communications?
Leverage a centralized communications team to confirm that messages are appropriately delivered with respect to timing, consistency and digestibility. When business customers receive less frequent, more targeted messages, they are more likely to read.
What should you focus on for transaction training?
Typically, the focus is Day 1 business continuity. If there is major change in job roles or system use (e.g., loss of seller system, addition of a buyer system), employees should receive adequate training to ensure they can perform their role Day 1.
What are ways to enhance employee impact on Day 1 beyond training and pre-close communications?
Job aids containing FAQs, hypercare support and helpdesk training all can help support employees.
What are some ways to best manage stakeholders and confirm that leadership is kept informed of progress?
In addition to regular leadership meetings and sharing status and updates, targeted communications that are consistent, transparent and build upon one another are very effective at achieving buy-in, commitment and understanding.
To many employees, the key question that needs to be answered is “how is this transaction going to affect my job?” Successful transaction teams incorporate effective business customer experience planning, prioritization and execution activities into separation planning throughout the deal life cycle. Resolving key questions such as: collaboration services, service desk, device enablement and security are critical to maintain business continuity and minimize impact to business performance. Although often overlooked, their experience often is the greatest concern for transitioning employees.
For each key impact area, the transaction team may need to identify project-specific risks and mitigations. Careful planning, prioritization and execution while addressing key business customer questions can de-risk Day 1 and help lead a smooth and successful carve-out.