Selling for Success & The AE Hand-Off

Katie Rogers

@KatieKortnie

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Katie Rogers Director of Client Success

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SalesLoft

What is Client Success and 2nd Order Revenue?

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1. Client retention 2. 2nd Order Revenue

○  Upsells ○  Referrals ○  Cross-company sells

3. Building Brand Advocates

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●  Pushing themselves ●  Seeing problems as opportunities ●  Not leaving money on the table

They all want MORE CLIENTS!

Salespeople are great at…

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To get more clients, you MUST avoid misalignment!

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Here are three ways sales can create misalignment and their

fixes…

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Instead… 1.  Listen to clients’ needs 2.  Be transparent about use case and functionality 3.  Be realistic about results

1. Reps Over-Promise & Under-Deliver

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Instead…develop a seamless transition… 1.  Use consistent messaging from SDR, to AE &

Client Success 2.  Share product & industry knowledge

2. Sales & Success Are Not On The Same Page

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Ask yourself… 1.  Does your sales team know what happens post-

sale? 2.  Is the messaging the same in both departments? 3.  Does the sales team spend time with support?

3. No Clear Expectations During Handoff

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Now that you know how to sell for success…

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…here are four steps to perfect the AE handoff…

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1. Define what a successful handoff means to your company

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2. Detail the steps that AE’s have to complete

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3. Know what Customer Success is responsible for

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4. Define how you measure overall effectiveness

Thank You!

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