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Aligning Sales and Customer Success
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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Introduction of speakers and webinar agenda with details on Q&A and availability of slides.
Discusses the importance of aligning sales and customer success due to customer choices, lifetime value, and the impact of social media.
Highlights how successful customers generate leads through renewals, expansions, and acquiring new logos.
Explores the risks of not selling to the right customers, including wasted resources, lack of advocacy, and increased churn.
Details the responsibilities of sales teams, emphasizing selling to the right customers and ensuring proper handoffs.
Outlines key responsibilities of customer success teams, including supporting imperfect customers and gathering feedback.
Concludes the webinar with a Q&A session and expresses gratitude to attendees.
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Aligning Sales and Customer Success
- 1. General Manager Gainsight EMEA DANSTEINMAN 11.10.2017 AligningSales & Customer Success Founder Godfrey Group Strategic Consultancy HANNAHGODFREY Director, EMEA Client Success Bazaarvoice JENNIFERYORKE
- 2. Today’s Webinar Slides willbe available within 24 hours Please use the Chat window for Q&A
- 4. 1 Why DoI 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 INeed to Align Sales & Customer Success?
- 6. • Because LifetimeValue is a Business Imperative Why Do I Need to Align Sales & Customer Success?
- 7. • Because LifetimeValue is a Business Imperative • Customers have choices like never before Why Do I Need to Align Sales & Customer Success?
- 8. • Because LifetimeValue 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 LifetimeValue 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 SpecialAbout Successful Customers? • Successful customers actually generate 3 leads
- 11. What’s So SpecialAbout Successful Customers? • Successful customers actually generate 3 leads 1. Renewal
- 12. What’s So SpecialAbout Successful Customers? • Successful customers actually generate 3 leads 1. Renewal 2. Expansion (upsell or cross-sell)
- 13. What’s So SpecialAbout Successful Customers? • Successful customers actually generate 3 leads 1. Renewal 2. Expansion (upsell or cross-sell) 3. New logo
- 14. Sell to theRight Customer
- 15. Sell to theRight Customer • Or else what?
- 16. Sell to theRight Customer • Or else what? • Resources are wasted
- 17. Sell to theRight Customer • Or else what? • Resources are wasted • No advocacy
- 18. Sell to theRight Customer • Or else what? • Resources are wasted • No advocacy • No expansion
- 19. Sell to theRight 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 CustomerSuccess’ Responsibilities?
- 26. What are CustomerSuccess’ Responsibilities? • Make imperfect customers successful
- 27. What are CustomerSuccess’ Responsibilities? • Make imperfect customers successful • NEVER badmouth your Sales partners
- 28. What are CustomerSuccess’ Responsibilities? • Make imperfect customers successful • NEVER badmouth your Sales partners • FEEDBACK
- 29. What are CustomerSuccess’ Responsibilities? • Make imperfect customers successful • NEVER badmouth your Sales partners • FEEDBACK • Is our product the right fit?
- 30. What are CustomerSuccess’ Responsibilities? • Make imperfect customers successful • NEVER badmouth your Sales partners • FEEDBACK • Is our product the right fit? • Are our Services adequate?
- 31. What are CustomerSuccess’ 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?
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