Are you prioritizing customer success? Botrista's COO Dan Mosher shares his insights about how treating customer success as a sales function can serve as a core revenue driver for your business. #FoodandBeverage #FoodService #BeverageIndustry
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Studies have shown that 44% of companies focus on customer acquisition while only 18% focus on retention. This research has driven many companies to treat their sales and customer success teams as one cohesive unit. Read our blog to discover the three benefits of a combined sales and customer success team. https://lnkd.in/gjDahaNp #CustomerSuccess #Onboarding
3 Benefits of a Combined Sales and Customer Success Team
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The payoff of aligning Customer Success in your Sales process: 🚀 Higher Renewal Rates 🚀 Reduced Churn 🚀 Growth in Net Retention Revenue Enabling continuity in how value is measured and communicated through post-sale handoffs is critical to successful customer relationships that fuel your long-term growth strategy. Strategies for leaders on our blog: https://bit.ly/4bAMNGu
Reduce Churn and Drive Renewals with Customer Success Alignment
forcemanagement.com
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Looking to learn how to navigate the relationship between Customer Success and the Sales team? Check out the recent webinar replay, where we asked three CS pros for tips and advice on building a stronger, mutually beneficial relationship between the two departments. Check out the video, transcript, or key takeaways: https://lnkd.in/d3YYRB4N #customersuccess #successcoaching
The Love-Hate Relationship with Sales | SuccessCOACHING
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Bain Fellow, New York Times Best-selling Author/Speaker on Loyalty, CX, Customer-Centric Strategy; Creator of the Net Promoter Score and System
A post I made last month complaining about the cause of my headache generated over a hundred comments--and a spirited discussion about the relative importance of selling a new customer versus turning that customer into an enthusiastic promoter--who refers additional customers. This recent article in Fast Company adds some nice perspective about the role "customer success" should play. It does indeed make my head throb when I see customer success get delegated down into the backwaters of an organization, while the sales and marketing get all the attention. #customerloyalty #NetPromoter #customerreferrals https://lnkd.in/gwtPfUVx
6 key ways to building and nurturing a strong customer success strategy
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Understanding the Differences Between Customer Success, Sales, and Service Roles 🚀 Navigating the various customer-facing roles in a business can be complex. This table clearly differentiates between the roles of Customer Success Managers (CSMs), Sales, and Service roles, providing valuable insights into their unique functions and objectives. Here's a quick breakdown: 📊 CSM Role (Mid-Touch) - Definition: Ensures a quality post-sale experience and realization of value outcomes. - Customer Type: Existing - Customer Ratio: 30-50 to 1 - Primary Objective: Engage customers to ensure successful use/adoption of products for retention and growth. - Outcome: Customer retention and growth - Contribution: Profit center 💼 Sales Roles Hunter: - Definition: Focuses on acquiring new clients. - Customer Type: New - Customer Ratio: Many prospects - Primary Objective: Acquire new clients for immediate and sustained revenue. - Outcome: New client agreements - Contribution: Profit center Farmer: - Definition: Maintains relationships with existing customers to expand product use. - Customer Type: Existing - Customer Ratio: 50-100 to 1 - Primary Objective: Secure existing client agreements. - Outcome: Sustained firm revenue - Contribution: Profit center Key Account Manager: - Definition: Manages strategic, profitable clients. - Customer Type: Existing - Customer Ratio: 1-3 to 1 - Primary Objective: Respond to critical client needs, build long-term partnerships. - Outcome: Securing critical business - Contribution: Profit center 🛠️ Service Roles Customer Support: - Definition: Provides maintenance through reactive issue resolution. - Customer Type: New/existing - By Ticket: Provide ad hoc service for immediate needs. - Outcome: Resolving customer issues - Contribution: Cost center Customer Service: - Definition: Resolves customer process issues and complaints. - Customer Type: New/existing - By Inbound Calls: React to customer calls for product or billing concerns. - Outcome: Resolving customer issues - Contribution: Cost center Understanding these distinctions helps in designing more efficient workflows, enhancing customer satisfaction, and driving business growth. 📈 More: https://lnkd.in/dYQEsiei
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If you’re struggling to address churn and establish your cross-sell and upsell strategy, it’s worth assessing how your Customer Success team is aligned with sales. Getting those two functions on a shared cadence is a game changer for renewal revenue. Great read here. https://hubs.li/Q02CtdjQ0
Reduce Churn and Drive Renewals with Customer Success Alignment
forcemanagement.com
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Digital AI Revenue Operations Executive | UVU Marketing Faculty/Sales Operations | City Councilman | Moto: Be Happy, Do Better, Find Good, Learn Resilience and Move Forward
Customer Success is all about building partnerships with our customers. We engage with them on many levels to ensure their goals are met, and when they are engaged, they are more open to suggestions on additional products or services. We own the delivery and success of our customers' goals, and it's not about pushing sales; it's about providing value that they may not even know they need. As trust grows, so does the likelihood they'll say "yes" to more of what we offer. If you're a Customer Success Professional looking for ways to implement and work on customer retention strategies that demonstrate product value, here are some effective tactics to try out: - Drive the Value - Simplify the Product - Provide Constant Guidance - Write articles about value outcomes and product guidance - Track and Record All Communication - Provide Additional Support as needed By following these strategies, we can build trust with our customers and showcase the value of our products in a meaningful way. Remember, it's not just about making the initial (or upsell) sale, it's about providing value and building long-lasting relationships with our customers. #customerengagement #customersuccess #successcentered
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If you’re struggling to address churn and establish your cross-sell and upsell strategy, it’s worth assessing how your Customer Success team is aligned with sales. Getting those two functions on a shared cadence is a game changer for renewal revenue. This is a great read. https://hubs.li/Q02CSblv0
Reduce Churn and Drive Renewals with Customer Success Alignment
forcemanagement.com
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I've been learning a lot about Customer Success over the last 15 months. One of the biggest lessons for me is: Customer Success is Sales, but with 'Skin in the Game'. With Sales, your job can end when you close a lead or customer. Up to that point, you may have made promises of new features or services, whatever you needed to do to get them to sign on the dotted line. But you aren't responsible for delivering them. With Customer Success you are constantly "selling" to customers to keep them around or expand revenue. You want to ensure they are getting the most value from your product. But you are also responsible for ensuring what they ask for is delivered and what they want to do happens. There's nowhere to hide with Customer Success. You have to face up to your customers, directly, every day. It's a tough job but someone has to do it! #customersuccess
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How is your Sales to Customer Success handover process? Check out the importance of getting this right outlined by Adam I. in the link below. #CustomerSuccess #Sales #CustomerSuccess #collaboration https://lnkd.in/daMJQ9D6
Why Seamless Sales to Customer Success Handoff Processes Are Essential to Your Business | Escalent Blog
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