Stop Selling Support and Start Selling Success
It is no longer enough to attach a support program to a product sale. Effective Success Sales teams must be able to establish long term service relationships that last and grow well beyond the initial sale.
Success Sales Effectiveness
Success sales effectiveness is optimized when Sales teams are knowledgeable of service programs and can articulate a compelling value proposition for long term service benefits. To maximize sales effectiveness, companies must establish formal success training programs. Consider the following:
Establish a formal success sales curriculum to instruct sales representatives responsible for selling services (direct and through partners).
Instruct sales teams in the identification of success opportunities.
Provide opportunities for instructor led classroom and virtual training.
Supplement core training with periodic updates delivered through self-paced instructional videos and/or periodic live webinars.
Include coverage of core offerings, value proposition, use cases and overcoming objections.
Supplement sales training with supporting tools and reference materials.
Establish competency-based testing to verify sales representative knowledge. (internal sales staff and partners).
Assure that all service sales staff have been full trained, and their knowledge tested. Monitor sales effectiveness by measuring initial service contract sales (attach), renewal rates and the rate that service revenue grows from expansion selling.
For additional insights into how to effectively market and sell services, consider the following featured report:
Technology service programs are evolving to offer new value and benefits such as use and adoption assistance and resources to help attain successful outcomes. As technology service programs change service marketing must evolve beyond selling the initial service engagement and focus on sustaining and growing relationship value.
This article introduces 8 essential metrics for Support and Customer Success.
Higher levels of customer proficiency lead to faster product adoption and less need for support assistance. Leverage these 10 strategies will help customers develop essential product skills.
Healthy customer relationships require an ongoing dialogue through digital media, self-help, communities and direct interaction with Support and Customer Success team members. This article introduces eight customer interaction best practices to engage and retain your customers.
Planning for customer success starts with establishing how your customers define success with your products. By understanding what your customers expect it is possible to align resources to help customers achieve their desired outcomes. Six steps to effective Customer Success planning practices to engage and retain your customers.
Effective customer engagement starts with Service and Sales coordination. Know these seven essential sales-to-service handoff practices to help your organization foster continued Customer Success and recurring revenue growth.