Sidd Hora

Enterprise SaaS company Deel wanted a full CPQ implementation in months, not years. Speed of execution and increased control of their Quote-to-Revenue process were key factors in their selection of DealHub as a CPQ vendor that they could scale with without limitations or delays. “Deel achieved 75% faster implementation time when comparing DealHub to other CPQ vendors.” Austin Cook Kiessig, Senior Director of Revenue Operations at Deel, says in the full interview that DealHub’s guided selling flow has “transformed Deel’s sales process.” Watch the full CPQ success story here > https://okt.to/EAH8pw #Deel #GTM #DealHubCPQ

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Sales for software companies have changed drastically Let me explain role wise: SDR: SDRs need researchers tagged to them so that they can go to depths of the prospect and win the demo. AE: AE’s need small client with them on the call to explain the use case to the customer. CSM: The CSM has to communicate twice weekly with AI note takers and keep delivering weekly updates to the clients. The entire Software space is moving. If you are not sensing it, are you even in the bubble? Trust me this is the start of something new. Let’s see what the new industry has to offer. P.S. look at the picture. I love it because I feel it. #sales #sdr #saas #softwaresales #business #gtm #growth

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THIS! So many CSM’s are great at the functional or being empathetic or the voice of the customer but feel off purpose when the discussion of commercial responsibility comes up. I would argue that there is no one better suited to identify growth (sales) opportunities for our customers than CSM’s. We will probably bear the brunt of the issues if there is a bad implementation or poor utilization so it’s in our best interest to only suggest new products that we know will benefit our customers. Let’s build strong strategic relationships with our Account Managers and lean in to the commercial “responsibility”.

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With $596M in revenue at 20% growth in 2023… This year Freshworks made its 1st acquisition for $230M. Considered a rival to top CRMs like: Salesforce HubSpot Intercom Zendesk Freshworks joins them in the acquisition path for more growth. And it’s all in the effort to focus on: “long-term product strategy and AI” “building out Freshworks’ Enterprise GTM motion” It makes sense. Rather than investing millions of dollars to build in-house (and possibly failing)... It can be smarter to acquire the tech that already works and succeeded in serving thousands of customers. And Device42’s acquisition is most likely only the beginning of their growth strategy. They may be boosting IT capabilities today, but a new acquisition awaits tomorrow. For their next acquisition? I predict an AI or data startup. TechCrunch article: https://lnkd.in/d_damyuR #startups #marketing #digitalmarketing #artificialintelligence P.S. Looking to acquire leads with high-quality data? involve.me ▶ AI-powered interactive form builder used for data collection by 3K+ businesses worldwide

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What is customer success NOT about? Short term interactions Only resolving immediate issues and answering questions Purely renewals and upselling What is customer success about? Customer outcomes Active engagement Building long term relationships Wins often happen in my customer success world because of the established relationship, but mostly it’s more of a slow burn. Which is how it should be when it’s authentic. Which brands have dominated customer success for you recently? #CustomerSuccess #Authenticity #Engagement #CustomerFirst #CustomerGrowth

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Why do most sales tools have poor adoption? #1 Tools asks sellers to do something instead of doing things for them. #2 Tools ask sellers to log into yet another tool and learn the new UX (Salesforce iframe doesn't count). #3 Tools don't prioritize important notifications from others instead just send multiple notifications and reminders. I prefer to work with tools that do the work for me - ex: Gong automatically transcribes call recordings and provides next steps or Boomerang automatically follows up differently with different types of job change leads... etc. When tools do their work, the seller can focus on shining in that moment of truth.

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#enablementpost ❓ How do you know if your revenue enablement programs are working? This is a huge debate because it is not always easy to draw a clear line between an initiative and revenue. Still, you should always attach some type of metric to any initiative so that you have something to measure its impact. But, there are a lot of factors to take into account that will influence the success of that initiative as well. 🤔 So, how do I know if my initiatives are working? The first sign I look for is the feedback. If I hear that the enablement I created is useful, helpful, etc (insert synonyms here) then I know that people were paying attention and thinking about how to apply it. And for me, that's really Step 1. In order for your initiatives to even start having an impact, people need to be paying attention and they will only do so if they think this is a good use of their time. 👩‍💻 How do YOU know if what you are doing is working? #revenueenablement #salesenablement #sales #sdrs #feedback

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Personalization — The Heart of Modern Marketing! ❤️ It's the magic that transforms casual browsers into loyal customers by making them feel seen and valued. Don’t you agree? Here’s where it gets even better... Salesforce Marketing Cloud (SFMC): A Game-Changer in Personalized Marketing SFMC has an integrated suite of features that allows marketers to create personalized customer journeys, manage campaigns across multiple channels, and analyze performance in real-time. From email marketing to mobile messaging, social media, web personalization, advertising, and analytics – SFMC has it all. Key Features for Personalization Audience Studio: 📊 Data Collection & Unification: Gather and combine data from various sources to create a 360-degree customer view. This is crucial for accurate targeting and segmentation. 🎯 Segmentation & Lookalikes: Create detailed segments based on demographics, behavior, and more. Use lookalike modeling to find new potential customers who resemble your best ones. 🌐 Cross-Channel Activation & Real-Time Personalization: Activate your data across channels and personalize interactions in real-time, ensuring relevance and enhancing engagement. Journey Builder: 🗺️ Visual Journey Mapping: Use a drag-and-drop interface to map out customer journeys. Leverage pre-built templates for quick setup. 🔄 Dynamic Content & Triggered Journeys: Ensure each interaction is personalized with dynamic content blocks. Set up triggers based on customer actions to automatically initiate relevant journeys. 📱 Multi-Channel Coordination & A/B Testing: Coordinate interactions across email, SMS, push notifications, social media, and more. Test different paths and messages to optimize your strategy. Cherry on the Top? 🍒 Combining Audience Studio and Journey Builder lets you leverage deep insights, create seamless experiences, and enhance targeting and personalization. Ready to transform your marketing strategy? Let’s connect and explore how Salesforce Marketing Cloud can elevate your personalized marketing game: https://lnkd.in/gJwDutZS #marketing #salesforce #personalization #customerengagement #digitalmarketing #salesforcedevelopers #salesforceadmin #salesforcejobs #salesforcecommunity

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The biggest difference in CSM performance are not the ⛔️ Years of experience ⛔️ Number of certifications ⛔️ Tools in the tech stack but the individual mindset. Here are 20 ways high-performing CSMs think differently: 1️⃣ They don’t have a fixed mindset and are open to new ideas and practices 2️⃣ They build their own best practices and don’t copy & paste what the other 95% are doing 3️⃣ They see commercial responsibility as an opportunity, not a burden 4️⃣ They are pursuing the maximum possible outcome, not the minimum viable one 5️⃣ They are leading customers to the promised land all the way 6️⃣ They build the foundation of their work on discovery and analytics, not guessing and assuming 7️⃣ They are telling customers what they need to hear and not what they want to hear 8️⃣ They don’t spread their resources all over the place, they prioritize ruthlessly 9️⃣ They are not doing the work for their customers, they are enabeling them to do it themselve 1️⃣0️⃣ They spend way more time on listening than talking in their conversations 1️⃣1️⃣ They are acquiring valuable skills, not shiny certifications 1️⃣2️⃣ They invest in building genuine „unscaled“ H2H customer relationships 1️⃣3️⃣ They don’t wait until things are going south to react but are always a step ahead 1️⃣4️⃣ They don’t throw random tactics at a problem but act strategically 1️⃣5️⃣ They treat QBRs as a strategic asset, not a chore to check-off a list 1️⃣6️⃣ They measure success with the metrics customers care about 1️⃣7️⃣ They let the customer choose when and how to give feedback 1️⃣8️⃣ They don’t settle for superficial answers and get at the bottom of things 1️⃣9️⃣ They use every opportunity to demonstrate value to their customers 2️⃣0️⃣ They focus on growing their impact and not the number of activities What's keeping you from growing your performance? PS: Here are 50 resources to support your ascension to a high-performing CSM à https://lnkd.in/eHeA2GkR #saas #customersuccess #customervalueledgrowth

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Fifth post in Thursday Templates and Tools is featuring PandaDoc According to Salesforce, sales folks spend a whopping 10% of their time weekly on proposals for prospective deals. This tool can save 2-4hrs every week for you. Do read on to know more 🌟 What is PandaDoc? : a tool that helps to create, approve, track, and e-sign proposals in an easy and seamless way. Imagine if you can create a proposal within minutes instead of hours- PandaDoc helps us do this. 💡 Why it an amazing tool? 👉 Effortless document creation : intuitive templates and drag-and-drop functionality to add content (PandaDoc has helped companies improve their closure rate by 18%) 👉 Collaboration : real-time collaboration, ensuring everyone stays on the same page 👉 Faster lead to closure : built-in eSign helps in faster signing process and reducing time to closure 👉 Document tracking : get a document audit trail and see if your proposal is opened, viewed, or completed (great for forecasting deals) I used their free two weeks version trial sometime back and it was truly game changing. Do checkout their website for more info. #proposal #pandadoc #document

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Are you a Customer Success Manager in the making? In the fast-paced world of SaaS, churn is a constant battle. But a secret weapon in the fight for customer retention is the Customer Success Manager (CSM). What is a CSM? Think of a CSM as your customer's guide, confidant, and cheerleader. They ensure your customers use your product effectively and maximize its value to achieve their goals. Qualities of a Rock Star CSM: 🚀Relationship Builder: CSMs build trust and rapport with customers, becoming their trusted advisor. 🚀Product Guru: A deep understanding of the product allows them to tailor solutions to specific customer needs. 🚀Data Detective: CSMs analyze customer data to identify roadblocks and areas for improvement. 🚀Communication Ace: They excel at clear, concise communication – both written and verbal. Follow Manali PHATAK for interesting insights about the world of Saas and CSM. 🚀Problem Solver: CSMs are resourceful and proactive in tackling customer challenges. 📌 Drop a Comment and let me know what is your take on this? #SaaS #CustomerSuccess #CSM #Retention #Growth

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Are you struggling to identify your customers in your CRM? 🤔 You're not alone. Many B2B SaaS companies face this challenge. Here’s an MVP recommendation to get started: For Salesforce: 1. Update Type Field: Add values like Active Customer, Former Customer, Prospect. 📝 2. New Logo Opportunity Type: Create this to track new business. 🚀 3. New Logo Date Field: Use a Rollup Summary Field to capture the date. 📅 4. Opportunity Flow: Set up a flow to change the Account Type to Active Customer when a New Logo Opportunity is Closed Won. 🔄 For HubSpot: 1. Update Lifecycle Stage: Add stages like Customer, Former Customer, Lead. 📝 2. Custom Deal Property: Create a property to indicate new business. 🚀 3. Closed-Won Date Field: Set up a custom date field to capture when deals are won. 📅 4. Workflow Automation: Automate a workflow to update the Lifecycle Stage to Customer when a deal is Closed Won. 🔄 This is just one way to start solving this simple problem and improve your customer tracking in your CRM. 💡 👉 Want to learn more about optimizing your CRM? Let's talk!

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How to Be a Killer Customer Success Manager (CSM) – CSM 101 Framework Customer Success Management (CSM) is crucial for ensuring customers achieve their goals using your product or service. Here’s a streamlined framework to excel as a CSM: 1. Understand the Customer Journey - Onboarding: Smooth transition from sales to usage with welcome emails and product walkthroughs. - Adoption: Encourage product use with regular check-ins and educational content. - Retention: Maintain satisfaction with ongoing support and proactive issue resolution. - Expansion: Drive upsells by identifying needs through customer data. 2. Build Strong Relationships - Communication: Personalize interactions and reach out proactively. - Empathy: Listen actively and show appreciation. 3. Data-Driven Decision Making - Key Metrics: Track Customer Health Score, Net Promoter Score (NPS), and Churn Rate. - Tools: Use CRM systems and analytics platforms for insights. 4. Effective Problem-Solving - Identify Root Cause: Use surveys, feedback, and data. - Solution Implementation: Develop action plans and follow up. 5. Continuous Learning - Stay Updated: Follow industry trends and update product knowledge. - Seek Feedback: Gather insights from customers and peers. 6. Leverage Technology - Automation: Automate routine tasks and personalized touchpoints. - Integration: Ensure tools are integrated for seamless data flow. 7. Maintain a Customer-Centric Mindset - Customer Advocacy: Represent customer interests and build a community. #ActionableTips - 3-Step Follow-Up: Respond within 24 hours, update within 3 days, and confirm resolution within a week. - Weekly Metrics Review: Identify at-risk customers and develop re-engagement strategies. - Monthly Health Workshops: Discuss customer health scores and improvement strategies. Share your key insights and experiences. What changes can we bring in to make this process better and intuitive? #CustomerSuccess #ClientSuccess #ClientJourney #ClientRelations #CSM #CustomerExperience #CustomerRetention

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Has #customersuccess became exhausted? #revenueoperations as a partner has seen this function also take the brunt of the lean and mean spirit ▶️ Accounts per #CSM are up for high touch and medium touch motions ▶️ ARR loads are also higher ▶️ They have the least attention from RevOps ▶️ Sometimes will have to just use the software that sales uses ▶️ An increasing weighting of their incentives towards NRR So where do we go from here? I think it's time to bring the voice of the customer back into the room What would your customers say and how would they want to be supported? ▶️ In addition to NRR, let's also talk about GRR ▶️ Let's make customer value maps or journeys a thing again. A fulfilled customer that's growing themselves will also grow with you ▶️ Customer wellness metrics should start to push back against NRR as the sole weighting criteria ▶️ Reexamine who owns the upsell and cross sell. Who has the in-house training and skill set to execute this? ▶️ Invest not only in knowledge bases, but actual training and coaching My two cents 👋 More musings on the Substack (link in profile)

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Churn is not just a CS problem! Still, CSMs are penalized when an account churns. 😭 Churn can be because of many reasons: ↘ Product Adoption Issues ↘ Stakeholder changes ↘ Engagement Issues ↘ Budgeting Issues ↘ Support Issues ↘ Wrong Sell ↘ Idea Pivot ..and many more Yes, CSMs can minimise Churn. But It's not always their fault if the account churns. Analyze ➡ Segment ➡ Action This is the way to minimize churn in the longer term. Think #CustomerSuccess Think #Ankitify | The CS Mentor

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Just like nurturing a new relationship, customer engagement thrives on ongoing attention. Segmentation in Salesforce Marketing Cloud helps you personalize your approach at every stage, from warm welcomes to rekindling dormant connections. ➡️ Swipe through to discover best practices for activating new users, upselling converted customers, and turning loyal fans into advocates! Ready to unlock the full potential of segmentation? Dive deeper in our free guide: https://lnkd.in/eJj5Te6b #sfmc #emailmarketing

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As Customer Success Managers, setting clear goals is absolutely essential. Here’s why: 1. Directionless Clients Drift Away: Without defined goals, clients can lose their way, leading to disengagement and making them easy targets for competitors. 2. Value Becomes Invisible: Without specific goals, it's hard to measure success. Delivering real value is impossible when you don't know what you're aiming for. 3. Renewals Turn Risky: Renewing contracts without clear success metrics is a gamble, often resulting in unfavorable outcomes for both you and your clients. In the competitive field of Customer Success, goals are not just markers—they're vital tools for navigating relationships and preventing churn. It's time to embrace accountability. Define goals. Drive growth. This isn’t just smart business; it’s critical for survival. 🔥 Do you agree or disagree? Share your thoughts in the comments! Until next time, share what you are doing. What's working for you and what's not working? ……………………………………. PS: Wanna become better at customer success - retain, grow and help your customer, visit--> https://successguardian.in #saas #cco #customersuccess

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Objections are often ignored or untapped in SaaS marketing. Yet, they hold the key to crafting content that not only resonates but also converts. Here's a concise 3-step process to turn objections into marketing assets: Step 1: Collaborate closely with your sales and customer success teams. Tap into their wealth of pre-sales and renewal objections. Their front-line feedback is invaluable because it offers a direct line to customer concerns, uncovering insights you would not know otherwise. Step 2: Identify objections that emerge in over 80% of interactions. Zero in on the top 5 or 10 objections that deserve immediate attention. This strategic focus ensures that you're addressing the most pressing issues head-on. Step 3: Integrate these objections seamlessly into your marketing efforts. Let them resonate in your ads and infuse them into your bottom-of-the-funnel blog posts and case studies. Need a spark of inspiration? Take a cue from Metadata's objection inspired blog post titled '6 Reasons Why You Shouldn’t Buy Metadata'. Bonus Tip: Ensure marketing sales and customer success teams speak the same language. Cohesion is the linchpin, as uniformity in messaging builds trust. You don't want prospects and customers receiving conflicting responses from different quarters.

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You can now sync Inflection contacts to SFDC campaigns, which is going to unlock understanding customer marketing ROI. Certainly this is useful for things like webinars and other classic use cases, but I am loving Salesforce Campaigns + product data tie-ins. For example, if you have a new feature launch and want to understand how marketing activities to promote the new feature result in - Send email promoting new feature - Branch and have people who interact with feature (easy since Inflection reads in Segment data or product data from a data warehouse) dropped into a Salesforce campaign - Run reporting to see opportunities and pipeline impact 7, 30, and 90 days later

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