Customer Success is Sales Success
Bruce Hill
Sales Strategist | Sales Enablement Leader | Sales Operations | Revenue Operations | Speaker | 3x Author | Trainer | Increasing revenue through personal and professional development |
Many act like the customer's journey stops at the end of the sales cycle. when the customer says 'yes' the job is done.
They fail to realize this is the most valuable part of the journey.
But Bruce, with out our sales team bringing in new customers how would our business grow? This is a good question but not a great question.
Imagine you had 10 new customers a month. A game changing amount for some and negligible to others. But let's say each customer stays less than 90 days. They cancel. They ask for a refund. Some go as far as litigation to recoup losses. How long can you business last if each customer has a negative value?
We must address the reason people become customers. And find more ways to keep them as customers.
This is more than a cute catch phrase. CUSTOMER SUCCESS IS SALES SUCCESS. Ensuring the customer's success is key to creating more revenue and improving retention.
Note customer success is evolution of customer service. Although I may use them interchangeably. One is reactive while the other is proactive.
How does customer success drive revenue?
-Generates testimonials
领英推荐
-Creates a referral partner
-Impacts renewals
-Desire even more
I believe your current customers are the key to your long term sustainability as a company. It is becoming increasingly expensive to acquire new customers. It takes more time, money and technology. I see the evolution of the market focusing on building community around their customers. This will increase the average lifetime value of the company. It will make grow predictable. And it will make it more attractive to customers.
We must not look at customer service and customer success roles as expenses. These are not a necessary evil we must begrudgingly endure. Your customer's success is tied directly to your own success.
Subscribe to the Sales Made Simple Newsletter. We will explore this topic further during April.
New Skills New You is a Talent Development Firm. We focus on personal and professional development with an emphasis in sales. We know that growing your people is growing your business. We drive revenue and improve retention through training, coaching and sales enablement.