Aligning Sales and Customer Success

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    21-Jan-2018
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Transcript of Aligning Sales and Customer Success

  1. 1. General Manager Gainsight EMEA DANSTEINMAN 11.10.2017 Aligning Sales & Customer Success Founder Godfrey Group Strategic Consultancy HANNAHGODFREY Director, EMEA Client Success Bazaarvoice JENNIFERYORKE
  2. 2. Todays Webinar Slides will be available within 24 hours Please use the Chat window for Q&A
  3. 3. 1 Why Do I Need to Align Sales & Customer Success? 2 The Power of Successful Customers 3 Sell to the Right Customer 4 What are Sales Responsibilities? 5 What are Customer Success Responsibilities? 6 Audience Questions Agenda
  4. 4. Why Do I Need to Align Sales & Customer Success?
  5. 5. Because Lifetime Value is a Business Imperative Why Do I Need to Align Sales & Customer Success?
  6. 6. Because Lifetime Value is a Business Imperative Customers have choices like never before Why Do I Need to Align Sales & Customer Success?
  7. 7. Because Lifetime Value is a Business Imperative Customers have choices like never before Switching costs for customers are lower than ever Why Do I Need to Align Sales & Customer Success?
  8. 8. Because Lifetime Value is a Business Imperative Customers have choices like never before Switching costs for customers are lower than ever Customers have a louder voice than ever (social media) Why Do I Need to Align Sales & Customer Success?
  9. 9. Whats So Special About Successful Customers? Successful customers actually generate 3 leads
  10. 10. Whats So Special About Successful Customers? Successful customers actually generate 3 leads 1. Renewal
  11. 11. Whats So Special About Successful Customers? Successful customers actually generate 3 leads 1. Renewal 2. Expansion (upsell or cross-sell)
  12. 12. Whats So Special About Successful Customers? Successful customers actually generate 3 leads 1. Renewal 2. Expansion (upsell or cross-sell) 3. New logo
  13. 13. Sell to the Right Customer
  14. 14. Sell to the Right Customer Or else what?
  15. 15. Sell to the Right Customer Or else what? Resources are wasted
  16. 16. Sell to the Right Customer Or else what? Resources are wasted No advocacy
  17. 17. Sell to the Right Customer Or else what? Resources are wasted No advocacy No expansion
  18. 18. Sell to the Right Customer Or else what? Resources are wasted No advocacy No expansion Churn
  19. 19. What are Sales Responsibilities?
  20. 20. What are Sales Responsibilities? Sell to the right customer
  21. 21. What are Sales Responsibilities? Sell to the right customer Set expectations correctly (based on segment)
  22. 22. What are Sales Responsibilities? Sell to the right customer Set expectations correctly (based on segment) Dont oversell the first deal
  23. 23. What are Sales Responsibilities? Sell to the right customer Set expectations correctly (based on segment) Dont oversell the first deal Clean handoffs to post-Sales
  24. 24. What are Customer Success Responsibilities?
  25. 25. What are Customer Success Responsibilities? Make imperfect customers successful
  26. 26. What are Customer Success Responsibilities? Make imperfect customers successful NEVER badmouth your Sales partners
  27. 27. What are Customer Success Responsibilities? Make imperfect customers successful NEVER badmouth your Sales partners FEEDBACK
  28. 28. What are Customer Success Responsibilities? Make imperfect customers successful NEVER badmouth your Sales partners FEEDBACK Is our product the right fit?
  29. 29. What are Customer Success Responsibilities? Make imperfect customers successful NEVER badmouth your Sales partners FEEDBACK Is our product the right fit? Are our Services adequate?
  30. 30. What are Customer Success Responsibilities? Make imperfect customers successful NEVER badmouth your Sales partners FEEDBACK Is our product the right fit? Are our Services adequate? What makes a customer the right one?
  31. 31. Q&AQ&AQ&A
  32. 32. Thank YouThank You