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Always Be Curious

Customer Success Summit 2013 - Role of Marketing & Sales in Customer Success
by Jacco vanderKooij on 1 February 2014

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Transcript of Always Be Curious

Importance of getting marketing & sales
Sales & Customer Success
Battery
Switch
Setup
Your Ideas
San Francisco, CA
Light
Customer Success starts well before a client first contacts you
Marketing & Sales teams that are not aligned are a ROADBLOCK to Customer Success
Customer Success
You sharing your ideas back with us
Client has a Problem
Client wants a Solution
Sales Process
usage
adoption
expansion
renewal
Customer Success
funnel
paperwork
deploy
use
awareness
lead-gen
demand-gen
cold-calls
lead
development
Problem solving
Actions
Create a simple Prezi, Why, How, What you do!
www.futureofsalesisnow.com
Sales accountable ($$) for Customer Success
Make 'Problem Diagnosis' an opportunity qualifier
_ _ _ _ _
P
r
e
c
_ _ _ _ _ _ _ _ _ _ _
m
p
t
C
e
Consequence of non-action
find products for your customers.”
to sell 'something'
REWARD
for ability
buying the wrong solution
PENALTY
for failure
“Don't find customers for your products,
Prescription before diagnosis
is malpractice
Make Client Success part of the Culture
you
this Prezi
You testing ideas and making it better
Coffee is for closers
If you want to talk to a sales person, you have to talk to the wallet.
Most Sales Coaches
Todays Sales Culture
relationship is unbalanced
strongly favors the seller
&
Sales
Seth Godin
I don't care how much you know
John C. Maxwell
until (I) know how much you care
Switch
by @IndoJacc0
aligned with customer success.
Most pivotal business function for the next 3 years
To align we need to STOP Selling & START Solving problems
Having a tough day?
Yell
feeling sleepy? doodling?
RECO
and we will rush you a chilled
Let the World know YOU CARE (social media)
t
o
n
o
Connecting, Curious, Critical, Caring and Crazy
Game over
Customer Success =
Unique Selling Point
Baseball Lessons
baseball thinking is medieval ...
What I see ... is an imperfect
There is an epidemic failure within the game
...and this leads people who run
to understand what is really happening...
teams to mis-manage their players.
understanding where runs come from...
we are asking all the wrong questions!
http://www.FutureOfSalesIsNow.com
http://www.twitter.com/indojacco
Jacco@FutureOfSalesIsNOW.com
Wanna talk about it
Stalk me
Here's more
Be
C_____
Always
The Importance of Customer Success
Use all senses
Share the experience
You are in control
Customer Success starts here!!!
when a client
discovers you
5 Roadblocks to success
Zoom & Explore
Music & Videos
Share if you Care @IndoJacco
Note to you - this is not a POWERPOINT!
Look at your LinkedIn profile through the eyes of your customer!
Do you Care?
www.futureofsalesisnow.com
www.futureofsalesisnow.com
Marketing
Sales
Let's put a lid on making money the most important thing!
example of a person who cares about her clients!
Learn more?
Jacco's ABC of selling!
Thank You
Unbalanced Relationship
Make Client Success The New Culture
See the full transcript