Aligning Sales and Customer Success
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The document summarizes a webinar on aligning sales and customer success. It includes: 1. An agenda covering why alignment is needed, the power of successful customers, selling to the right customer, and the responsibilities of sales and customer success. 2. A discussion of why lifetime value is important and customers having more choices and lower switching costs. 3. Points that successful customers generate renewals, expansions, and new logos, and the importance of resources not being wasted on improper customers. 4. An overview of sales responsibilities to sell to the right customer, set proper expectations, avoid overselling, and ensure clean handoffs to customer success. 5. A review of
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Aligning Sales and Customer Success
- 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. Today’s Webinar Slides will be available within 24 hours Please use the Chat window for Q&A
- 4. 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
- 5. Why Do I Need to Align Sales & Customer Success?
- 6. • Because Lifetime Value is a Business Imperative Why Do I Need to Align Sales & Customer Success?
- 7. • Because Lifetime Value is a Business Imperative • Customers have choices like never before Why Do I Need to Align Sales & Customer Success?
- 8. • 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?
- 9. • 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?
- 10. What’s So Special About Successful Customers? • Successful customers actually generate 3 leads
- 11. What’s So Special About Successful Customers? • Successful customers actually generate 3 leads 1. Renewal
- 12. What’s So Special About Successful Customers? • Successful customers actually generate 3 leads 1. Renewal 2. Expansion (upsell or cross-sell)
- 13. What’s So Special About Successful Customers? • Successful customers actually generate 3 leads 1. Renewal 2. Expansion (upsell or cross-sell) 3. New logo
- 14. Sell to the Right Customer
- 15. Sell to the Right Customer • Or else what?
- 16. Sell to the Right Customer • Or else what? • Resources are wasted
- 17. Sell to the Right Customer • Or else what? • Resources are wasted • No advocacy
- 18. Sell to the Right Customer • Or else what? • Resources are wasted • No advocacy • No expansion
- 19. Sell to the Right Customer • Or else what? • Resources are wasted • No advocacy • No expansion • Churn
- 20. What are Sales’ Responsibilities?
- 21. What are Sales’ Responsibilities? • Sell to the right customer
- 22. What are Sales’ Responsibilities? • Sell to the right customer • Set expectations correctly (based on segment)
- 23. What are Sales’ Responsibilities? • Sell to the right customer • Set expectations correctly (based on segment) • Don’t oversell the first deal
- 24. What are Sales’ Responsibilities? • Sell to the right customer • Set expectations correctly (based on segment) • Don’t oversell the first deal • Clean handoffs to post-Sales
- 25. What are Customer Success’ Responsibilities?
- 26. What are Customer Success’ Responsibilities? • Make imperfect customers successful
- 27. What are Customer Success’ Responsibilities? • Make imperfect customers successful • NEVER badmouth your Sales partners
- 28. What are Customer Success’ Responsibilities? • Make imperfect customers successful • NEVER badmouth your Sales partners • FEEDBACK
- 29. What are Customer Success’ Responsibilities? • Make imperfect customers successful • NEVER badmouth your Sales partners • FEEDBACK • Is our product the right fit?
- 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?
- 31. 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?
- 32. Q&AQ&AQ&A