Opportunity began with the customer asking for one last extension of quarterly billing (we don't typically offer that). We listened to their reasoning and looked for the bigger picture/opportunity to support this customer. We sought out the appropriate approvals to secure their request. We were patient in supporting their needs and while listening to their exit strategy plans, we were able to position ourselves as the best candidate for their future plans. Lots of patience and simply listening to how we could best support them. Played the value/support game and it paid off.
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