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General Manager
Gainsight EMEA
DANSTEINMAN
11.10.2017
Aligning Sales &
Customer Success
Founder
Godfrey Group Strategic Consultancy
HANNAHGODFREY
Director, EMEA Client Success
Bazaarvoice
JENNIFERYORKE
Today’s Webinar
Slides will be available
within 24 hours
Please use the Chat
window for Q&A
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
Why Do I Need to Align Sales & Customer Success?
• Because Lifetime Value is a Business Imperative
Why Do I Need to Align Sales & Customer Success?
• Because Lifetime Value is a Business Imperative
• Customers have choices like never before
Why Do I Need to Align Sales & Customer Success?
• 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?
• 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?
What’s So Special About Successful Customers?
• Successful customers actually generate 3 leads
What’s So Special About Successful Customers?
• Successful customers actually generate 3 leads
1. Renewal
What’s So Special About Successful Customers?
• Successful customers actually generate 3 leads
1. Renewal
2. Expansion (upsell or cross-sell)
What’s So Special About Successful Customers?
• Successful customers actually generate 3 leads
1. Renewal
2. Expansion (upsell or cross-sell)
3. New logo
Sell to the Right Customer
Sell to the Right Customer
• Or else what?
Sell to the Right Customer
• Or else what?
• Resources are wasted
Sell to the Right Customer
• Or else what?
• Resources are wasted
• No advocacy
Sell to the Right Customer
• Or else what?
• Resources are wasted
• No advocacy
• No expansion
Sell to the Right Customer
• Or else what?
• Resources are wasted
• No advocacy
• No expansion
• Churn
What are Sales’ Responsibilities?
What are Sales’ Responsibilities?
• Sell to the right customer
What are Sales’ Responsibilities?
• Sell to the right customer
• Set expectations correctly (based on segment)
What are Sales’ Responsibilities?
• Sell to the right customer
• Set expectations correctly (based on segment)
• Don’t oversell the first deal
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
What are Customer Success’ Responsibilities?
What are Customer Success’ Responsibilities?
• Make imperfect customers successful
What are Customer Success’ Responsibilities?
• Make imperfect customers successful
• NEVER badmouth your Sales partners
What are Customer Success’ Responsibilities?
• Make imperfect customers successful
• NEVER badmouth your Sales partners
• FEEDBACK
What are Customer Success’ Responsibilities?
• Make imperfect customers successful
• NEVER badmouth your Sales partners
• FEEDBACK
• Is our product the right fit?
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 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?
Q&AQ&AQ&A
Thank YouThank You
