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MenuWhat are the convincing reasons to get about 50% of the total payment as an advance from a B2B customers for any cloud based offerings?
We have face based attendance solution. The pricing is user based licenses. The B2B customer has to buy as many user licenses as the number of employees who will enroll themselves for daily attendance. The total deal is of $20000 for 1 year. We have to provision the system, provide support etc and hence we ask for 50% advance payment. The remaining is paid on a monthly basis. The CIO wants to understand why the advance payment is required even before we start. Seeking clarity to understand from the community that what are the convincing reasons to ask for advance payment from a B2B customer for any cloud based offerings?
Answers
I would recommend invoicing for the full year up front. If anyone asks, tell them that this is industry standard. Salesforce, HubSpot and many others do it this way.
If that answer isn't sufficient, here are some others reasons that are beneficial for the customer:
- It simplifies the accounting for the customers - one invoice instead of 6-12
- If you were to buy packaged software, you would pay a huge up front fee and then annual maintenance - we are just asking for the first year
- If you pay monthly, there is no commitment, so there is less incentive to get buy-in from the team and users
If the reason you're charging the advance is to cover setup costs, why not position an initial pre-payment as a one-time setup fee instead of an advance payment? This is common and would be less likely to generate push-back as a payment timing negotiation.
IF asking for advance payment doesn't prevent sales to close (which is why many companies avoid it), the benefits of getting advance payments are:
1) increased cash flow.
2) creating a deeper client commitment (making it more difficult to back out, stall, or change terms)
3) removes the burden on the vendor to go into "collections" mode which can be frustrating and difficult.
4) Gives the vendor a balance of leverage which can create a healthier relationship between both parties.
5) Gives the vendor the funds to proceed (assuming resources, etc. will be used). Otherwise, imagine resources are used to queue up the client, and then there is non-payment...the vendor then suffers a loss that may not be recovered.
If they actually ask why, I would keep it simple and explain the deposit is your standard company policy so you can secure resources and lock in the schedule for the engagement.
If this creates any friction during my sales, I start by explaining that they are paying for services not products. Like all services, once reserved or provided, I have no way of recovering costs if the client has any issues with payment. It might not have be nefarious non-payment, or anything to do with satisfaction, it could simply be cash flow or adoption issues the client experiences. So much like booking a seat on an airplane, I need to be able recover costs unrelated to the customers ability or desire to pay.
So by focusing on the idea that they are reserving services and capacity, it aligns my offerings with comparable services that have established similar payment arrangements. I find this common sense comparable usually does the trick to allay any concerns. If it doesn't, it alerts me that this client might not become problematic in other ways and I should exercise care.
As a trained negotiator, I can provide more approaches and techniques for proactively removing this type of friction from your offerings and sale fulfillment process. Schedule a call if you'd like more in-depth discussion.
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I'm a product developer, startup veteran, and advisor to SaaS companies. Hopefully you've been already developing this new product with input from your existing customers, letting them beta test it and give feedback. (If not, my advice is to STOP immediately and get enough pilot customers involved to be sure that you're delivering something really valuable to them, that works the way they expect it to work, is easy to understand and get started with, etc.. The last thing you want is to do a big splashy launch of a product that is D.O.A. because you built what you assumed the customers wanted instead of they actually demonstrated that they wanted.) OK, so let's assume that you've got customers in the loop. Interview the heck out of them. 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Now I can spend that time where I really want to, with my kids ( ... my cat ... my golf buddies ... )" You're doing this for three reasons: 1) This stuff makes for phenomenal testimonials; 2) it helps you come up with great ideas for pre-launch content; and 3) it generates *PURE SOLD GOLD* you'll use in writing the copy for your launch offer. OK, launch mechanics. There are people who teach huge long expensive courses on this stuff. I'll give you the Cliff's notes. While I haven't personally run a major product launch, I have been trained in the strategy and am very familiar with it. - Plan your launch period in advance. You might want to do a pre-launch sequence that lasts 1, 2, even 3 months depending on the magnitude of your product and how much effort you're willing to put into creating content for the launch. - Create some teaser content of interest to your customers who might want to buy this product. Offer to teach them something, or offer to give them a sneak-peak behind-the-scenes of your new product. - Send an enticing offer for this content out to your list. Get people who are interested in this content to sign up for it. This creates your launch email list. - Send your launch list weekly updates: development milestones, sneak-peak screenshots, videos, educational material, interviews with/testimonials from beta users, and so on. - You're not trying to sell here yet (not hard sell at least). Drop some hints that there is going to be a special offer when the product launches, just for special loyal customers like them. - Create at least three videos on topics that are really, really interesting to your prospective customers... not necessarily about your new product itself, but teach them about what they can achieve with it, or what others have achieved with it already. As you publish these videos, send the link out to your launch list. - Also send out an offer to see these videos to your main list, to entice more people to sign up for your launch list. - As you get closer to launch time, keep sending frequent updates to the pre-launch list, and send another email out to your main list to let them know that the product is launching soon, and that if they're interested in the special one-time-only launch pricing, they need to sign up for the "early bird list" (your launch list). - Send out a 24-hour notice that the launch is going to happen soon, and the launch pricing will only be available for a limited time (potentially, to a limited number of customers ... to increase scarcity and urgency). - I recommend that even if you plan to open the product up to all your customers that at launch time you limit it to a smaller number. 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Tell the people who didn't buy (or didn't get in) that you'll let them know that the product will be opening up for new registrations some time in the future. (You may get people sending you emails begging to be let in at this point, if your product is desirable and your marketing was executed well.) And, of course, you don't just have to promote your launch content to your existing customer list ... you can post it to social media (and encourage your customers to do so) to attract brand new customers into your world. If you'd like to go into more detail about launch planning for your specific product and market, I'd be happy to jump on a call and talk about ways to make this work for you.BB
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