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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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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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/grURqkUQ #CustomerSuccess #Onboarding
3 Benefits of a Combined Sales and Customer Success Team
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Customer Success and Sales are key customer facing teams, each playing a distinctive role. Both teams share a common objective: retaining and expanding the customer base. The sales team serves as the initial point of contact for customers, making it crucial to establish high engagement standards that seamlessly carry forward to the Customer Success team, fostering a continuous and unified customer journey. For someone new to Customer Success, this is a great read in TechTarget that looks at the commonalities and differences between the two teams #CustomerSuccess #Sales #CS #CustomerRetention
Customer success vs. sales: What’s the difference? | TechTarget
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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
successcoaching.co
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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
https://www.guidecx.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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Empowering SaaS Companies to 'Unlock' Their Profit Potential | Beyond Onboarding to Lifelong Loyalty - Transformative Strategies for Retention and Scaling Customer Success | "Profitt Pulse" Podcast Host
Who is responsible for customer retention? It might be you, it might not! Well, customer retention isn't a one-man show! It's a team sport where every department has a role to play." 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐮𝐜𝐜𝐞𝐬𝐬? They're the peacekeepers ensuring top-notch experience and satisfaction. 𝐒𝐚𝐥𝐞𝐬? They're the rapport builders by maintaining a strong relationship from the get-go. 𝐌𝐚𝐫𝐤𝐞𝐭𝐢𝐧𝐠? They play a crucial part too - crucial part too., by engaging with the customers through meaningful and impactful content. 𝐏𝐫𝐨𝐝𝐮𝐜𝐭 𝐭𝐞𝐚𝐦? They're on the field to ensure your product continually meets and exceeds customer expectations. 𝐓𝐨𝐩 𝐦𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭? They foster a customer-centric culture throughout the organization. Ultimately, customer retention is everyone's responsibility. Companies that understand this, and turn words into action, are the ones who will win the customer retention game. Do you agree that customer retention is a collective responsibility? Drop a comment below or share this post within your network to keep the discussion going. PS: Pump up your profit with my weekly newsletter – Profit Pulse. Sign up now for free at https://lnkd.in/gpuTKXGS and get ready to pulse with profit! #customersuccess #customerretention #saas #customerledgrowth
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The journey from sales to customer success involves transitioning from acquiring customers to ensuring their satisfaction and long-term success. This transition usually involves these steps: 1. **Onboarding**: Once a sale is made, the customer success team takes over. They guide the customer through the onboarding process, helping them understand the product/service and its features. 2. **Building Relationships**: Customer success teams establish relationships with clients, learning about their needs and goals to provide tailored support. 3. **Customer Support**: As the customer uses the product/service, the customer success team provides ongoing support, addressing any issues or questions that arise. 4. **Value Maximization**: The focus shifts from sales revenue to maximizing the value the customer gets from the product/service. The team identifies opportunities for upselling or cross-selling based on the customer's evolving needs. 5. **Proactive Engagement**: The team engages with customers proactively, offering guidance on how to get the most out of the product/service and suggesting best practices. 6. **Feedback Collection**: Regular feedback is collected from customers to improve the product/service and enhance their experience. 7. **Renewals and Upsells**: The team works to ensure customer satisfaction, ultimately leading to contract renewals and potential upselling of additional products/services. 8. **Long-Term Success**: The goal is to foster a long-term partnership where the customer continues to find value and remains loyal to your brand. #customer #customerrelation #customersuccess #engagement #sales #renewals #upselling
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A thoughtful article by Dan Mosher on Botrista, Inc.'s customer success approach. "Every interaction, whether a simple check-in or a major marketing launch, is viewed through a sales lens. We approach each customer touchpoint with an intentional agenda". #BeverageIndustry #CustomerSuccess
Customer Success: The Often Overlooked Sales Engine
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