When facing product strategy changes, maintaining client relationships requires proactive communication. Keep clients informed about the changes, emphasizing how they align with their long-term needs. Listen to their concerns, offer reassurances, and provide support during the transition to show they remain a priority.

Transparent communication is key to maintaining client relationships during product strategy changes. When Netflix shifted from DVD rentals to streaming, they faced backlash but regained trust by clearly outlining benefits, investing in content, and providing consistent value. Proactively inform clients about changes, emphasize how it benefits them, and offer support during transitions. Maintaining trust ensures client retention, fosters loyalty, and strengthens your brand even during strategic shifts.

Communication is key! Keep your clients informed of the product updates/ changes beforehand - including what is changing, why is it changing, how it might affect them (for better or worse). Try keeping your communication personalized - the changes might hit each client differently - it is important for you to provide as much personalized support during the transition stage as possible. Have resources like FAQs, video guides, dedicated support handles, etc. ready - this will help ease any concerns that the clients might have. If your product updates/ changes have the potential to deliver greater value (than what the client might be currently getting) - be sure to highlight them!

Le succès d’un changement de stratégie produit repose à 90 % sur la stratégie commerciale et le rôle des commerciaux. Ils sont essentiels pour : • Expliquer et rassurer : Traduire les évolutions en avantages clairs pour les clients. • Personnaliser l’accompagnement : Adapter les solutions et répondre aux besoins spécifiques. • Collecter du feedback : Ajuster l’offre grâce aux retours terrain. Le produit évolue, mais c’est l’engagement des commerciaux qui fidélise et transforme la transition en réussite.

To maintain client relationships during strategy changes, I’d communicate proactively, explaining the reasons behind the shift and how it benefits them. Reassuring clients of our commitment to their needs, I’d provide clear timelines and updates. Offering personalized support, such as tailored solutions or exclusive insights into upcoming changes, strengthens trust. Staying responsive to feedback and addressing concerns promptly ensures clients feel valued and engaged despite the evolving strategy.