Sales / Customer Success Transition - Gainsight Pulse 2016
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Outlines how to create and roll out a process that ensures that new customers are properly transitioned from Sales to Customer Success
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Sales / Customer Success Transition - Gainsight Pulse 2016
- 1. ©2015 Gainsight. All Rights Reserved. About Me • VP Customer Success, Bluecore • In the Customer Success world for 15 years. Previously at Eloqua (Oracle) and Influitive • Passionate about all things Customer Success and especially helping others • Canadian • Loves hockey playoffs • Crazy passion for start-ups Chad Horenfeldt
- 2. ©2015 Gainsight. All Rights Reserved. How to avoid this when working with sales Two areas of focus in CS/Sales transitions: •How best to roll out CS/Sales processes •Tools for smooth transitions and collaboration Remove the word “hand-off” – use the word transition
- 3. ©2015 Gainsight. All Rights Reserved. Tips for Effective Transition Processes Between CS and Sales • Ensure that there is plan with clear goals, timeline and roles • Start with a few people and get their buy-in and then roll-out to others. Do not try to roll out en-masse • Use carrots and sticks • When working with sales, CS should use the tools that they use and work in their environment. Make it easy for them • Measure the results – keep everyone accountable Take baby steps but have a clear plan
- 4. ©2015 Gainsight. All Rights Reserved. Tools for Smooth Transitions and Collaboration • Capturing key information in your CRM and not in Google Docs • Chatter in SFDC (or something where the information is in your CRM) • Having other tools roll up into your CRM: Gainsight, Support tools, PM Tools. Everyone should have full visibility on your customers Centralize information in your CRM – eliminate silos
- 5. ©2015 Gainsight. All Rights Reserved. On the Opportunity is a button ‘Sales to CS Transition Form’ Past Example: Transition from Sales to CS
- 6. ©2015 Gainsight. All Rights Reserved. Objectives •Organization Objectives •AdvocateHub Definition of Success •Key Metrics Specific Information During the Sales Process •Objections during the sale process •Launch Time Frame •Any red flags or special terms •Customer Executive •Who are the main contacts Past Example: Transition from Sales to CS
- 7. ©2015 Gainsight. All Rights Reserved. Objectives •Organization Objectives •AdvocateHub Definition of Success •Key Metrics Specific Information During the Sales Process •Objections during the sale process •Launch Time Frame •Any red flags or special terms •Customer Executive •Who are the main contacts Past Example: Transition from Sales to CS
Editor's Notes
- Start off with a quick story – fast-tracking a process that relied on Evernote. Good intentions but it didn’t work. Applies to Sales but can be used for any transition – you really should try and keep consistency
- Carrots and sticks: Don’t accept the transition unless certain items are complete, reward & recognize those who are doing it right
- Carrots and sticks: Don’t accept the transition unless certain items are complete, reward & recognize those who are doing it right. Using tools like a SFDC allows you to measure compliance – which fields were updated? Which info wasn’t completed thoroughly?
- Example demonstrates that’s it’s super easy for sales. The fields that are updated are on the Account. These same fields can later be updated by the CS team or Services team.