Start with definitions and uncover the
true meaning of your customer success
caution - it might run deeper than your company’s strategyanother caution - your customers don’t necessarily know the answer
Think1
LoginsNPS
CSATNegative Net Churn
Adoption
Weekly Active Users
Health Score Average
Feature Discovery
Usage
Think1
SUCCESS
BASE 7
ReasonBe the undisputed #1 Sales Software Choice
for Sales Leaders
Goal
Effort & Skill
Reach / Path
Process
Technology
People
Leads
Training
Motivation
SourceAnalysi
s
Structured
Data
Data Quality
Sales Model
Sales Productiv
ityWorksho
p
Lead Distribut
ion
BASE 11
Sales Productivity Workshop
The Sales Machine Model
LeadsRevenue
f=revenue/leadover time
L x %Lw x %Lwc x %Ow x %WR x Avg ($Deal)
Q L
Number of Leads
% of Leads Worked
% Leads worked converted to opportunities
% of opportunities worked
% Win rate for worked opportunities
Average Deal Size
BASE 12
Sales Productivity Workshop
Building a Sales Machine: The Sales Competency Model
P R E D ICTABIL ITY
P R OC E SS C ON S ISTENCY“We’re doing the same thing every
time”
Accuracy
Visibility
Structure
Insights and improvements
A D OP TION & D A TA QU A LITY“We’re fol lowing the process correctly”
P R OC E SS“We understand the way we need to sel l”
Building a Success Organization
• Start with values - success is a value-driven practice
• Design for customer experience - own the complexity
• Specialize early - you’ll get things right faster
• Define measurable, repeatable processes
• Automate stable processes
Measuring Success Organization• No data, no reality
• Data-informed, not data driven
• Start simple and with high quality data
• Work in cohorts
• Segment by what matters (not ARR/ACV…)
• Make it personal
• Make it visible
Engaging
• “5 badges a month” rule
• Discuss your ideas with customers
• Work slower and deeper - design for long lasting impact
• Fight the internal fight when needed
• Walk in you customer shoes for a day
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