Customer Success is the lifeline to your customers.
In 2015, more than $70 Billion was spent on sales training in the US. Since then the number has only grown. It’s clear that organizations are committed to training their sales departments, but what happens when the deal actually comes in? Is your customer success team game ready? Are Customer Success Teams as Valuable as Sales?
There’s a lot of confusion surrounding what customer success teams actually do, and every company uses their teams differently. But in general, customer success teams oversee some or all of the following activities:
• Gain end user product adoption
• Communicate and train customers on product updates
• Manage renewal process, and negotiations
• Navigate customer’s enterprise for upsells opportunities
• Upsell and cross-sell to existing clients
In other words, your Customer Success Team handles everything your Sales Team handles. While sales teams typically get all the credit for big revenue transaction, Customer Success teams are responsible for your business’s long-term sustainability. With more and more weight being placed on these support teams to bring in big results, shouldn’t their training be just as important?
Customer Success is your company's connnection to your customers and your customer's connection to your company. These are the people who prove your product is human-centric; and more than just software. Customer success teams are happiness drivers. They make your clients feel like they have a deeper relationship with you, your business, and your products.
You wouldn’t expect a new sales rep to walk in the door and be an immediate expert, so don’t expect that from your customer success reps either. If you’re serious about tackling the responsibilities listed above, it’s time to get serious about investing in training. Your team, your customers, and your shareholders will thank you.
What kind of a training program do customer success reps need?
• On-Demand Training Modules.
• Structured Roleplay.
• Structured Call Debriefing.
• Training Certifications.
In other words, we believe that Customer Success teams need the same training as your Sales Team.
Want Client Success to use the same language as sales? We should talk. Contact Matt Nettleton, Sandler Training DTB 317-678-8800 or matt.nettleton@sandler.com
You might also be interested in:
