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General Manager
Gainsight EMEA
DANSTEINMAN
11.10.2017
Aligning Sales &
Customer Success
Founder
Godfrey Group Strategic Co...
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...
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 ...
• Because Lifetime Value is a Business Imperative
• Customers have choices like never before
• Switching costs for custome...
• Because Lifetime Value is a Business Imperative
• Customers have choices like never before
• Switching costs for custome...
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 (up...
What’s So Special About Successful Customers?
• Successful customers actually generate 3 leads
1. Renewal
2. Expansion (up...
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 ove...
What are Sales’ Responsibilities?
• Sell to the right customer
• Set expectations correctly (based on segment)
• Don’t ove...
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
• ...
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
• ...
What are Customer Success’ Responsibilities?
• Make imperfect customers successful
• NEVER badmouth your Sales partners
• ...
Q&AQ&AQ&A
Thank YouThank You
Aligning Sales and Customer Success
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Aligning Sales and Customer Success

There are many reasons why customer accounts can be “at risk” and if you are in the unfortunate position where a customer churns early, you probably will not achieve the desired lifetime value. All of this makes aligning Sales and Customer Success critical. You need to sell the right level of your product to the right type of customer. Listen in to the webinar where we cover the topic of aligning Customer Success and Sales.

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Aligning Sales and Customer Success

  1. 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. 2. Today’s Webinar Slides will be available within 24 hours Please use the Chat window for Q&A
  3. 3. 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
  4. 4. Why Do I Need to Align Sales & Customer Success?
  5. 5. • Because Lifetime Value is a Business Imperative Why Do I Need to Align Sales & Customer Success?
  6. 6. • Because Lifetime Value is a Business Imperative • Customers have choices like never before Why Do I Need to Align Sales & Customer Success?
  7. 7. • 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?
  8. 8. • 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?
  9. 9. What’s So Special About Successful Customers? • Successful customers actually generate 3 leads
  10. 10. What’s So Special About Successful Customers? • Successful customers actually generate 3 leads 1. Renewal
  11. 11. What’s So Special About Successful Customers? • Successful customers actually generate 3 leads 1. Renewal 2. Expansion (upsell or cross-sell)
  12. 12. What’s So Special About Successful Customers? • Successful customers actually generate 3 leads 1. Renewal 2. Expansion (upsell or cross-sell) 3. New logo
  13. 13. Sell to the Right Customer
  14. 14. Sell to the Right Customer • Or else what?
  15. 15. Sell to the Right Customer • Or else what? • Resources are wasted
  16. 16. Sell to the Right Customer • Or else what? • Resources are wasted • No advocacy
  17. 17. Sell to the Right Customer • Or else what? • Resources are wasted • No advocacy • No expansion
  18. 18. Sell to the Right Customer • Or else what? • Resources are wasted • No advocacy • No expansion • Churn
  19. 19. What are Sales’ Responsibilities?
  20. 20. What are Sales’ Responsibilities? • Sell to the right customer
  21. 21. What are Sales’ Responsibilities? • Sell to the right customer • Set expectations correctly (based on segment)
  22. 22. What are Sales’ Responsibilities? • Sell to the right customer • Set expectations correctly (based on segment) • Don’t oversell the first deal
  23. 23. 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
  24. 24. What are Customer Success’ Responsibilities?
  25. 25. What are Customer Success’ Responsibilities? • Make imperfect customers successful
  26. 26. What are Customer Success’ Responsibilities? • Make imperfect customers successful • NEVER badmouth your Sales partners
  27. 27. What are Customer Success’ Responsibilities? • Make imperfect customers successful • NEVER badmouth your Sales partners • FEEDBACK
  28. 28. What are Customer Success’ Responsibilities? • Make imperfect customers successful • NEVER badmouth your Sales partners • FEEDBACK • Is our product the right fit?
  29. 29. 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?
  30. 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? • What makes a customer the right one?
  31. 31. Q&AQ&AQ&A
  32. 32. Thank YouThank You

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