Aligning Sales and Customer Success

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