"sales & customer success: where's the line?" at saastr annual 2016
TRANSCRIPT
![Page 1: "Sales & Customer Success: Where's The Line?" at SaaStr Annual 2016](https://reader033.vdocuments.mx/reader033/viewer/2022042723/5872e8981a28abfa548b6879/html5/thumbnails/1.jpg)
DAN STEINMANCHIEF CUSTOMER OFFICER / GAINSIGHT
![Page 2: "Sales & Customer Success: Where's The Line?" at SaaStr Annual 2016](https://reader033.vdocuments.mx/reader033/viewer/2022042723/5872e8981a28abfa548b6879/html5/thumbnails/2.jpg)
WELCOME TO THE CUSTOMER SUCCESS
MOVEMENT
![Page 3: "Sales & Customer Success: Where's The Line?" at SaaStr Annual 2016](https://reader033.vdocuments.mx/reader033/viewer/2022042723/5872e8981a28abfa548b6879/html5/thumbnails/3.jpg)
THE BALANCING ACT
SalesCustomer Success
![Page 4: "Sales & Customer Success: Where's The Line?" at SaaStr Annual 2016](https://reader033.vdocuments.mx/reader033/viewer/2022042723/5872e8981a28abfa548b6879/html5/thumbnails/4.jpg)
TRANSACTION ECONOMY FUNNEL
Reactive Customer Service
ProactiveCustomer
AcquisitionSales
$
Post-Sales
![Page 5: "Sales & Customer Success: Where's The Line?" at SaaStr Annual 2016](https://reader033.vdocuments.mx/reader033/viewer/2022042723/5872e8981a28abfa548b6879/html5/thumbnails/5.jpg)
RELATIONSHIP ECONOMY HOURGLASS
Reactive Customer Service
Sales
$
Post-Sales
$ $$
Adopt Expand Renew
In a recurring revenue world, there’s no such
thing as Post-Sales
ProactiveCustomer
Acquisition
![Page 6: "Sales & Customer Success: Where's The Line?" at SaaStr Annual 2016](https://reader033.vdocuments.mx/reader033/viewer/2022042723/5872e8981a28abfa548b6879/html5/thumbnails/6.jpg)
COOPERATION, NOT BALANCE
![Page 7: "Sales & Customer Success: Where's The Line?" at SaaStr Annual 2016](https://reader033.vdocuments.mx/reader033/viewer/2022042723/5872e8981a28abfa548b6879/html5/thumbnails/7.jpg)
SALES CUSTOMER SUCCESS
1.How / If Customer Success should influence new acquisition Sales?
2.How to handle Sales transactions that happen after the initial deal?
![Page 8: "Sales & Customer Success: Where's The Line?" at SaaStr Annual 2016](https://reader033.vdocuments.mx/reader033/viewer/2022042723/5872e8981a28abfa548b6879/html5/thumbnails/8.jpg)
TRANSFORMATIONAL CUSTOMER SUCCESS
“A commitment, with associated investment and authority, to making your customer and customer
lifetime value the focal point of your company”
![Page 9: "Sales & Customer Success: Where's The Line?" at SaaStr Annual 2016](https://reader033.vdocuments.mx/reader033/viewer/2022042723/5872e8981a28abfa548b6879/html5/thumbnails/9.jpg)
STANDARD ORGANIZATION
![Page 10: "Sales & Customer Success: Where's The Line?" at SaaStr Annual 2016](https://reader033.vdocuments.mx/reader033/viewer/2022042723/5872e8981a28abfa548b6879/html5/thumbnails/10.jpg)
THE CS MATURITY LADDER
Adoption
Retention
Expansion
Optimization
Transformation
Business Maturity
Succ
ess
Mat
urit
y
![Page 11: "Sales & Customer Success: Where's The Line?" at SaaStr Annual 2016](https://reader033.vdocuments.mx/reader033/viewer/2022042723/5872e8981a28abfa548b6879/html5/thumbnails/11.jpg)
On-Boarding
Marketing
Product
Sales
Finance
Services
Support
Training
Customer Success
![Page 12: "Sales & Customer Success: Where's The Line?" at SaaStr Annual 2016](https://reader033.vdocuments.mx/reader033/viewer/2022042723/5872e8981a28abfa548b6879/html5/thumbnails/12.jpg)
TRANSFORMING NEW ACQUISITION SALES
•Is maximizing the initial deal size always the right thing to do?Sales
Customer Success
•Does Customer Success have veto power over deals in the pipeline?
•Can CS help objectively assess the risk of deals in the pipeline?
![Page 13: "Sales & Customer Success: Where's The Line?" at SaaStr Annual 2016](https://reader033.vdocuments.mx/reader033/viewer/2022042723/5872e8981a28abfa548b6879/html5/thumbnails/13.jpg)
POWER SHIFT
Sales Customer Retention
![Page 14: "Sales & Customer Success: Where's The Line?" at SaaStr Annual 2016](https://reader033.vdocuments.mx/reader033/viewer/2022042723/5872e8981a28abfa548b6879/html5/thumbnails/14.jpg)
TRANSFORMING INSTALLED BASE SALES
•Sales or CS doing renewals?
Sales
Customer Success
•CS as key lead gen engine for Product and Services upsells?
•Sales or CS doing upsells?
•Rules of Engagement for upsell opportunities?
![Page 15: "Sales & Customer Success: Where's The Line?" at SaaStr Annual 2016](https://reader033.vdocuments.mx/reader033/viewer/2022042723/5872e8981a28abfa548b6879/html5/thumbnails/15.jpg)
DISCUSSION