You know that knee pain you get when running?
It’s not a knee problem. Its most likely caused by the way your foot hits the ground.
If you’re a little flat footed then your foot will turn in as it lands and cause stress right up your leg. Often the source of knee and hip pain
It’s the same with customer success. To improve customer satisfaction, expansion and retention – look at your sales process first
Its most likely that the customer relationship is starting on the wrong foot – with the wrong expectations. It’s also likely that those expectations are failing to be communicated to your deployment team
So if you want to fix customer success – get the sales team to start focusing on customer outcomes, not getting the deal over the line at any cost
cuvama is the master of empowering sales to connect and differentiate on value – and set the customer success team up for .. you guessed it, SUCCESS!
Ps. Apologies, I hear pictures of dogs helps getting Likes .. so here’s a running pic with Daphne, my whippet pup 😉
Value is the language of consensus
VALUE IS THE LANGUAGE OF CONSENSUS. Why is that SO important?
Buying groups are getting larger and more complex. Even smaller $50k SaaS decisions often involve 10 or more stakeholders. So if you’re a B2B seller and don’t have ‘guiding buyer consensus’ at the top of mind – then you’re probably toast. Period.
The B2B sales world has changed forever, full stop
There’s truly no going back to the old world of meeting buyers and building relationships face to face. The B2B sales world has changed forever, full stop. As a result airlines, trains, hotels, car rental etc. will all need to adapt to survive – and luckily most of them will fundamentally change shape and thrive. And so of course will ‘enterprise’ software firms.. or will they?
Fail Friday (and learn fast!)
I heard a great fail story this week from a CRO at a $100m ARR SaaS firm. The company had been going after one of the biggest deals ever with a pharmaceutical giant. The fit was fantastic and they had their most experienced, highest performing rep leading the campaign. The rep even had a long term relationship with the business executive sponsoring the project…