Customer Success Starts With How We Sell

Hello Reader,

I hope you and your team have had a successful week!

Here’s what’s in this email:

1. A brief introduction to the theme for next week’s Daily Sales Reset emails.

2. A summary of the planned daily topics.

3. PowerPoint slides for your Monday sales meeting to make it easy for you to brief your team about the focus of sales training and coaching next week.

Customer Success Starts With How We Sell

In recent years, we’ve seen the explosion of a new industry called “Customer Success”.

I know that most of the good people involved in the world of Customer Success are genuine in their desire to get things right for their customers.

However, it seems to me that almost everything about the current approach to customer success is about minimising churn and seeking cross-sell and up-sell opportunities. Most Customer Success Managers are targeted on churn and additional revenue achievements.

At Sales Reset, we recommend a fundamentally different approach to defining and achieving your customers’ success.

We believe that best practice selling is all about helping customers define the success they’re seeking more accurately. This means coaching customers to define the outcomes that make success measurable. Our selling can then be based on reviewing the extent to which the products and services that we’re selling can achieve these outcomes.

If we sell this way, salespeople can become increasingly accountable for whether customers subsequently achieve these newly defined and measured outcomes.

This is a vast topic and a game-changer in the world of B2B selling.

Through next week, we’ll introduce the big ideas and help you and your team members get to grips with the significant implications.

Daily Topics Next Week

Monday

• Customer Success Starts With How We Sell

• Delivering Customers’ Outcomes is at the heart of Sales Reset Best Practices

Tuesday

• Our customers need more help than ever before to define what they’re seeking to achieve

• Why and How to define outcomes with Objective and Key Results (OKRs)

Wednesday

• What will “Your Perfect Sales Process” look like and feel like?

• Looking forward to the success you and your customers will achieve

Thursday

• Why conventional sales training is increasingly inappropriate, ineffective and counter-productive

• Stop persuading and stop overcoming objections!

Friday

• What are the implications for salespeople of becoming increasingly accountable for customers’ success?

• “We’re going to need a bigger sales training programme!!”

Saturday

• It's time to celebrate your progress and relax!

• Your team members are prompted to reflect on what they learned and improved in the previous week.

Sunday

• The theme of what to expect in Daily Sales Reset emails in the following week is likely to be:

• Decision Process Coaching - How to maintain momentum by coaching key stakeholders about what happens next.

PowerPoint Slides for your Monday Sales Meeting

• Download editable versions of these slides by clicking here

Daily Sales Reset

If they haven’t subscribed already, I strongly encourage you to ask all of your team members to subscribe to my Daily Sales Reset emails.

If they subscribe, every day from Monday to Friday, your team members will receive my daily email with the following:

• An introduction to the sales training topic for each day

• One single thing they can practice

• Suggestions about how they can work with you as a coach to help them make progress with the topic of the day and accelerate their progress.

On Saturdays, if they choose to open the email, they will receive a summary of the topics from the week and an invitation to reflect on how their selling skills and results improved during the week.

On Sundays, if they choose to open the email, they will see a summary of what to expect in the coming week.

I hope that you have a great weekend!