Are You Selling Products or Outcomes? (Audio)
Sellosophy: The Art and Science Behind B2B Sales and Business Development – Ariel Feder – Part 3
The final part of the 3-part series, Sellosophy: The Art and Science behind B2B Sales and Business Development Key topics include: How does Sellosophy apply in managing accounts for CSMs? What lessons can CSMs learn from the philosophy of sales? Understanding the motivation of customers (what do customers want?) The role of community [...]
Sellosophy: The Art and Science Behind B2B Sales and Business Development – Ariel Feder – Part 2
The second part of the 3-part series, Sellosophy: The Art and Science behind B2B Sales and Business Development Key topics include: Role of commitment, integrity, and first impressions in building customer relationship Industry and customer expertise: selling to expert customers Motivating and activating the Sales and Customer Success team Panel Members: Rick Adams, [...]
Sellosophy: The Art and Science Behind B2B Sales and Business Development – Ariel Feder – Part 1
The first part of the 3-part series, Sellosophy: The Art and Science behind B2B Sales and Business Development Key Topics: Background of Sellosophy: The Art and Science behind B2B Sales and Business Development Role of Sales in Customer Success (Business-to-Business; B2B) Understanding customers and their problems (complexity of customers, challenges, and portfolio) What [...]
Customer Renewals and Retention/Churn
Definitions for the terms "renewals", "retention" and "churn" and a basic explanation of the CSM's role in maximizing renewals through increased retention and decreased churn. Customer Renewals and Retention/Churn
Land and Expand Sales Motions
Definitions for the terms "land" and "expand" and a basic explanation of the CSM's role in maximizing renewals through increased expand opportunities. Land and Expand Sales Motions
14 Tenets of Customer Success Part 5 of 5
"Tenets" (or guiding principles) Thirteen to Fourteen of customer success are described and explained. These are "The CSM proactively seeks further sales opportunities" and "The CSM should do as little as possible - ideally nothing at all". Advice is also provided for CSMs to reflect upon their own knowledge, skills and experience. The [...]
Who Benefits from Customer Success Management? (video)
A discussion on who benefits from customer success management and how customer success management can be used during sales and marketing activities to help differentiate the solution from competitors' offerings. Who Benefits from Customer Success Management? Customer Success Management as a Sales Feature
The Role of the CSM in Sales Activities
A discussion on how CSMs can both collaborate with colleagues in Sales and also provide direct sales involvement within their CS role. The Role of the CSM in Sales Activities