Ep 21 | CX Insider: Terry on the RFP Game

Summary

In this conversation, Terry shares his extensive experience in CX and Contact Centre sales, particularly in the public sector. He discusses the differences between public and private sector sales, the intricacies of the RFP process, and the importance of understanding the bidding landscape. Terry emphasizes the need for honesty in the procurement process and the significance of social value in public sector contracts. He also categorizes different types of RFPs and shares insights on how to navigate the tender process effectively.

Takeaways

• Most public sector procurements try to get the best for their organisation.
• The public sector sales process is structured but challenging.
• Understanding the cost gate is crucial in public sector bidding.
• The average success rate for cold tenders is between 7-8%.
• Not all public procurement processes are fair and transparent.
• RFPs often includes poorly articulated and unrealistic requirements.
• Engaging in early market conversations can influence procurement processes.
• Honesty in the tender process can lead to better outcomes for all parties.
• Social value is a critical component of public sector contracts.
• May the 4th should be a national holiday for Star Wars fans.

Keywords

customer experience, public sector, sales, RFP, bidding process, social value, procurement, tender process, business development, honesty