SaaStr

OCTOBER 3, 2023

At a C-level you are interviewing the client to identify culture fit, blockers, budget, vision and can you execute, fund and build your strategy.” ” — Peter Armaly, VP of CS at ESG “Agreed. .” ” — Peter Armaly, VP of CS at ESG “Agreed.

Consult 92

Consult Price Up-sell Presentation 92

Salesforce

AUGUST 17, 2021

It’s all about building the three Cs of personalization into your strategy: content, channels, and convenience. The first C is all about personalizing content for your customers based on their preferences. “Given that our online sales grew by 96% last year – and our email contribution by 76% – this has been very important.”.

E-commerce 98

E-commerce Retail User Experience Growth 98

SaaStr

JANUARY 12, 2022

“For large enterprise customers, your stakeholder map is almost always too small” — Alex Farmer, VP CS, Cognite Data. 5M in ARR b/c we were too small a co and compliance dept blocked renewal (shoulda raised price I guess…) ” — Jared Hansen, CEO Thrilling Foods. isn’t enough in the enterprise.

Customers 113

Customers UX Closing Up-sell 113

Search Engine Land

AUGUST 1, 2023

Use the 7 Cs of communication and consistent reporting and information flow to your advantage, namely: Clear Concise Concrete Correct Coherent Complete Courteous Remember that the C-suite or VP-level stakeholders responsible for business-wide OKRs and KPIs are likely time-poor.

Objectives and Key Results 84

Objectives and Key Results Education UX User Experience 84

Partners in Excellence

DECEMBER 17, 2017

All of us, me included, tend to think of our organizations as mixes of A, B, C players. Why should we accept the idea that there will always be B an Cs? We cannot design organizations of A players if we have B or C level managers. Implicitly, we tend to believe that’s the way things are.

Gaming 74

Gaming Start-ups Trust Sales 74

Hubspot

JULY 6, 2021

At the C-Suite level, they join the role with significant experience and also responsibility. Ability to work with other C-Suite exclusives, communicate with key stakeholders, and explain and support decisions. She says , “In CS, I was working with our customers day in and day out. An understanding of customer needs.

Strategize 87

Strategize Commission Territory Campaign 87

Sales Hacker

MARCH 18, 2019

Why net revenue expansion is the most important CS KPI. How to build both SMB and Enterprise-grade CS teams and what tools to use to empower them. The Hands That Rock the C-Suite [42:38]. The Hands That Rock the C-Suite. Why net revenue expansion is the most important CS KPI. Growing the Customer Base [10:16].

Customers 69

Customers Engineering Growth Presentation 69

Score More Sales

FEBRUARY 20, 2013

From a personal standpoint, I once lost a position running a corporate university because, in part, some of the C-level team felt it was too focused on “soft skills” See if any of these sound familiar for you or someone on the sales team: Discounting and getting price shopped – lack of self-regard or assertiveness.

Sales 93

Sales Presentation Represent Technology 93

SaaStr

MARCH 7, 2021

The team approach wasn’t a total failure, and it ensured all our partners got VP or C-level support. Having CS hack customer marketing may be OK in the early days, but you are leaving a lot on the table if you have CS own it after $5m ARR or so. But it also meant no one really owned partners strategically.

Appointment 109

Appointment Engineering Start-ups Strategize 109

Sales Hacker

JUNE 23, 2020

So, just to get to the part that everybody in sales wants to hear me say, absolutely, CS should be at the revenue table. This is where you can really just get things going, and if you have a good process for onboarding, which I always, as a CS leader, made it its own team. Your CS team now knows to prioritize that customer.

Customers 67

Customers Start-ups Conversion Up-sell 67

Sales Hacker

MAY 15, 2018

Andrea Kayal: We’re in series C and we’ve raised about $20 million. When that happens, CS may report to a different leader. There was a lot of complicated CS management and systems feeding into their day-to-day jobs. We’re more SMB and mid-market-focused. Sam Jacobs: Revenue range for the company?

Sales 67

Sales Cold Call Quota Conversion 67

Heinz Marketing

MARCH 23, 2020

You’ll love his Four Cs of Closing. Jim: I used to call it the four Cs of closing. The four Cs of closing are just a simple checklist of things that you should have and are progressing to feel good about a deal actually closing. Then the fourth C is probably the most important, which is champion.

Pipeline 76

Pipeline Contract Sales Up-sell 76

Gong.io

JULY 27, 2022

The QBR (quarterly business review) is one of the frameworks CS professionals use in pursuit of this goal. In this section of the QBR, ask: “Last time we spoke, your key organizational objectives were A, B, and C. Don’t expect that what your customer told you about their objectives three months ago is still valid today.

Objectives and Key Results 62

Objectives and Key Results Cross-sell Clients Strategize 62

Lead Fuze

OCTOBER 20, 2023

What are the 3 C’s of cold calling? What are the 3 C’s of cold calling? The three Cs stand for Contacting, Connecting, and Closing. How do I get the best results from cold calling? What are the do’s and don’ts of cold calling? These steps can bolster your cold calling game.

Cold Call 52

Cold Call Technique Objectives and Key Results Pitch 52

Sales Hacker

MAY 23, 2018

I’ll tell you that the best seller I’ve ever seen was a C—compliant. But you don’t want to hire Cs for sales. The old joke was they’d throw their mother down a flight of stairs to get a contract signed. That’s your classic D—the life of the party.

Pipeline 48

Pipeline Quota Contract Healthcare 48

Gong.io

MARCH 11, 2021

When we started Gong in 2015, our intent was to provide sales teams — VPs, managers, and reps alike — with the necessary tools to (a) make their people better, (b) execute on deals / save at-risk deals, and (c) better understand their market. Heck, even our CS team here at Gong drinks the champagne on the daily. Better Handoffs.

Customers 62

Customers Contract Growth Conversion 62

ConversionXL

NOVEMBER 4, 2011

Technically you could also do A/B/C/D etc testing, but the more versions you test at the same time, the more time it takes for you to know which one is the best. Speed of testing is also important, so I say skip the Cs and Ds. C = 4m + 3v + 2(i-f) – 2a. This is what the characters mean: C = Probability of conversion.

Conversion 109

Conversion A/B testing Trust Price 109

Sales Hacker

MARCH 7, 2018

So before picking up that phone, set yourself up for a thoughtful conversation by identifying what you think the prospect’s problem is. (“Sue, congrats on your series C. Try aiming for one customer call, demo, kick-off, or conversation per week with CS/AE team members. Everyone will know you’re unprepared. Key question!).

Objectives and Key Results 76

Objectives and Key Results Pipeline Prospecting A/B testing 76

Hubspot

MAY 29, 2014

1) 3 Cs > 4 Ps. The good news for inbound marketers is that the three C’s dovetail nicely with the realization that the way consumers shop and buy has fundamentally changed, and that companies need to alter their approach to marketing and sales to mirror that transformation. 5) Millennials watch 34% of their TV time online.

Referrals 68

Referrals Gaming Networking Entertainment 68

Gong.io

JANUARY 12, 2021

The in-call commenting alleviates the need for (yet another) email where Red would need to (a) come up with a relevant subject line, (b) summarize the call in the email body, (c) add a link to the call snippet, and so on. As the Manager of Gong’s Mid-Market CS team, Devon Kirschmann knows a thing or two about how to use Gong.

Follow-up 118

Follow-up Objection handling GTM Meeting 118

Spiro Technologies

JANUARY 18, 2023

And literally about five feet outside of this door is a lot of activity with forklifts, C&Cs, lathes and cutting metal and so there’s a lot going on. Is your office here based right next to the factory and stuff like that? Steve Kingeter: Our headquarter is in Kansas City where we build our machines.

Manufacturing 52

Manufacturing Assembly Line Up-sell Engineering 52

SaaStr

MARCH 12, 2022

I used to think there’s no way a SaaS startup needed a “CRO” or “COO” (or even “CMO”) or other C-level Officers Without a Clear, Single Functional Area to Own Until $40m-50m+ in ARR. If your VP of Sales is your closer, you have a VP of Accounts, and a VP of CS … who is going to manage them all? Specialization.

Growth 140

Growth Start-ups Closing Conversion 140

Sales Hacker

AUGUST 18, 2023

Also ensuring the reps understand the structural make-up of MM or ENT size companies Samantha Mackenna , Founder #SamSales, former Head of Ent Sales @ Linkedin The biggest “mistake” is just assuming their current motion/process (assuming they’re 100k-250k ACV now) across either Marketing, Sales, or CS works at this level.

GTM 68

GTM Up-sell Price Start-ups 68

Gong.io

JULY 21, 2021

Revenue Ops: tools and processes to accelerate pipeline generation (marketing and sales dev), sales, and post-sales (CS, AM) motion. Which brings us to the next point… How can we get marketing, sales, and CS teams to work on the same, reliable data? Sorry, CS, but we might be looking at you!). Make sense?

Growth 62

Growth GTM Cross-sell Pipeline 62

Sales Hacker

MAY 26, 2020

Sam Jacobs: When do you think one of the focus areas for your advisory business is building partnerships between sales, CS, finance and product? You want your CS team to be like, “Oh, I should bring them back in,” Not, “Oh, I’m not going to bring them back in because I won’t get paid my variable.”

Prospecting 97

Prospecting E-commerce Account management Up-sell 97

Gong.io

MAY 31, 2021

CS to Customer Marketing. A demo to a junior manager may MUST be different from one to a C-suite member. Objections — and the handling of those objections (aka, “objection handling”) – separates the B and C reps from the A/A+ folks. Handoff Process. Customer stories : The same goes with customer stories.

Territory 118

Territory Objectives and Key Results Contract Price 118

SaaStr

SEPTEMBER 12, 2019

So super quickly, OpenView does $5 to $25 million checks, A, Bs and Cs.

Growth 40

Growth Product Price Engineering 40

SaaStr

APRIL 24, 2019

Why does CS over sales ultimately drive the growth of your company? Alexandr Wang: If you look at some–I think Uber’s C pitch stack, or their A pitch stack or whatnot, they say the TAM for what they’re doing is $4 billion and they’re about to IPO for a $100 billion. What is the ideal profile of this candidate?

Price 53

Price Start-ups Consult Product 53

Sales Hacker

DECEMBER 8, 2017

Executive Changes: Re-Thinking Key C-Level Roles. This rich data will also allow sales and CS to have better more personalized conversations; whether one-to-one or one-to-many. In product lead companies, adding product usage data to the data that sales & CS is using is critical to prioritizing accounts.

Sales 97

Sales Cross-sell Up-sell Pipeline 97

SaaStr

SEPTEMBER 6, 2019

For those in CS, what is the right communication cadence to check in with their accounts? And one of the things that we can talk about a little bit later is how we think about career mobility and folks in CS moving to other roles in the company. Every C-suite exec needs that. What is challenging about that? 30 seconds on each.

Consult 55

Consult Start-ups Service Customers 55

SaaStr

APRIL 3, 2020

How is marketing being pushed further into the realms of CS? What is the optimal relationship between CS and marketing? Does Anthony believe that all marketing has to be tied to a number directly related to revenue? * How does Anthony see a changing relationship between customer success and marketing?

Growth 73

Growth Start-ups B2B Campaign 73

SaaStr

JULY 15, 2022

And that VP of CS, a VP of Customer Success, you almost can’t lose as soon as you have a million or two of revenue to renew, because just do the math. The unicorn market is frozen, the market from 300 to 600 million, the series B and C valuations are close to frozen. Those deals all happen before the downturn in the stock market.

Growth 98

Growth Cross-sell Start-ups X-functional 98

Sales Hacker

OCTOBER 7, 2021

A people person with extensive C-Level experience in enterprise software, business development and operations. Stretch into the next role, take on the big complex account, call the C level that scares you. Built and scaled Sales and CS teams in both the American and Canadian market for Meltwater. Be curious and authentic.

Sales 130

Sales Start-ups Up-sell Cross-sell 130

SaaStr

JULY 20, 2021

People say, “A people hire other A people whereas B people hire C people.” ” Once you start letting the B people in, then the Cs will follow. It’s taken over this company. I would say the challenge of that is it’s impossible to unwind. You can never hire an A person again.

Angle 96

Angle Meeting Start-ups Drivers/motivators 96

SaaStr

NOVEMBER 13, 2020

When you’re talking about seed and A investors, for us, that felt right, for other people that are maybe micro funds, that seems like a ton of money to manage for a human, and for people that are maybe more A, B, C investors, they might go like, “I could go through 55 million bucks in a year.” Jason Lemkin: Yep.

Follow-up 70

Follow-up Meeting Start-ups Growth 70

SaaStr

MAY 10, 2019

Really we’re working with a lot of series C to IPO organizations. And then we look at like sales marketing Ops, CS OPs as what we call your revenue Ops team and we put those into one unit called revenue team. So our customers actually think of us as part of their team, and we deploy our revenue operations into their environment.

X-functional 55

X-functional SQL Pipeline GTM 55

SaaStr

FEBRUARY 21, 2020

How should we think about scaling CS, the first time to hire our first CS, and the right way to approach CS really as a segment in itself within your company? There’s obviously A Tier, B Tier, and C Tier press, … Ed Zitron: Yes. Jason Lemkin: Is Wall Street Journal and the New York times still count?

Non-Profits 79

Non-Profits Up-sell Start-ups Product 79