Sales Transition and Collaboration tools between Product & Customer Success
April 17, 2020
If you'd like to join CS Leadership Office Hours please click here
What % of churn happens because of over-selling or poor client onboarding, and what process/tools are used to solve this?
Organizations need to incentivize looking for long term goals instead of short term revenue
Potential ideas to help when working with sales:
For the good customer (within ICP), Pay more incentives; while for customers who are not within ICP, the Sales team gets fewer commissions.
Align compensation to milestones of the customer journey
Commission variable according to Customer adoption and LTV
Commission linked to the payments received from customers (cash in the bank account)
Focus on business cases during the sales-to-success transition
Are you really getting to the root cause of the churn? Find out and document the churn reasons within the CRM
Take it to the leadership level: All the departments, Be it marketing or sales should make their effort into the right direction.
Do a Success Analysis: Find out which of the existing customers are churning and which ones are successful. What are those key differentiators between churn and success? That is where we need to focus time and energy.
If you'd like to access the Chat from the discussion, click here.
The Feedback Loop
NPS remains high at 95 -- both overall and for managers and above
There is consensus to split the group into smaller groups for our next session - it will be around 30-40 people and we will incorporate co-facilitators
~72% of our audience is a Manager, Director, VP or C-Level (based on survey results)
Some direct quotes:
" Felt like an increase in engagement this week from a broader set of attendees. Thanks for calling on folks with good comments"
"Another silver lining IMO as a result of the pandemic. I likely otherwise wouldn’t have made something like this priority in the old normal. Thank you for bringing like minded people together to simply talk and share."