Owning the Number
Customer Success Management teams need to align themselves with revenue. … Read More Owning the Number
Tag: Customer Expansion
The Makings of a Great Customer Success Email
The dreaded email follow-up from a product you recently started using…Everyone knows that feeling…”Thanks for the email but I’m too busy and I don’t need you to sell me when I’ve barely used your product”… Well, I normally have those feelings – but as I read through this email from Tori at HubSpot I changed… Read More The Makings of a Great Customer Success Email
Should CSMs Own Cross Selling?
I love Dave Kellog‘s analogy of “dead farmers.” The idea is that you never want a farmer selling against a hunter. Farmers are typically those sales people who handle expansion sales – CSMs or Account Managers. Hunters are the new business sales folk responsible for bringing in new logos. So, if your cross sell opportunities… Read More Should CSMs Own Cross Selling?
The Second Sale
The Second Sale begins immediately after the first sale is closed, and it’s a continuous flow of small wins.… Read More The Second Sale
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