Date post: | 28-Jul-2015 |
Category: |
Sales |
Upload: | sales-hacker |
View: | 197 times |
Download: | 0 times |
Startup or Early Stage Companies
• Your using inbound marketing and social selling strategies to attract new customers
• Can’t afford high-priced sales people to sell small monthly subscriptions
• Engagement gap
Customer Success
• Definition of CS is murky at best
• Inbound team
• Focused only on retention
• Non-commissioned
How I’m Defining Customer Success:
“Provide proactive and world-class customer support, while at the same time delivering a big fat envelop of cash to the organization.”
• This is not sales 2.0, this is next generation sales
• Our progress in onboarding and monetizing our inbound leads through Customer Success affords us the opportunity to create a more traditional sales organization to scale business development
The Formula:
• Use people to conduct activities that don’t scale
• Measure your results • Automate the winners
• Measure again and again
Example:• You decide to call all
registrations and provide a demo
• You learn that demos result in 3X conversion rate
• Turn your demo into a weekly/daily webinar and promote it to all registrants
• Measure the results
A Few More Tests
• Work on small victories
• The Coach vs. Sales or Account Rep
• The Vertical Hug
• Encourage the key activities that promote engagement and lead to product adoption
• Product extensions
The Andiamo’sExperiment
• Teach service & sales through the fine dining experience
• Write up your experience and relate it to how you currently work with customers
• How did they qualify
their customer?
Qualification:• They called day of to
confirm the time and number of people
• On arrival they were asked if it was their first time at Andiamo’s?; Did they have any constraints on their time?; Was this a special occasion for them?
How Does OurQualification
Process Stack up?
• The process
• Registration form/tools were solid
• Qualification call was lacking
• So we brainstormed and fixed it
Results:
• Almost instantly we’re better at identifying high value customers
• We created a sales acceleration process for identified high value customers
• The current cohort we are tracking spent 28% more over the same period
Hiring For Startups
• Learn what startups are doing to break through the noise
• Using data as part of the hiring process
• Clone your best sales people • Webinar on March 5th to learn how
• Email me [email protected] for info