HubSpot Inbound Service Professor, Adriti Gulati, presents on the magical relationship between sales and service teams and how to streamline the handoff between the two -- to solve for the customer experience.

1. Thrilling Customers with Service Hub,
with Adriti Gulati, Inbound Service Hub Professor
May 18, 2022 I 10:00 AM
The LA
HubSpot User Group
presents:

2. Meet the Speakers
Christina Reyes
SVP Strategy
MTR Marketing
Lital Barkan
CEO
MTR Marketing
Adriti Gulati
Inbound Professor
HubSpot Academy

3. Best/Worst
Share your experience
Sales to Service Handoff

4. Managing Your Sales to Customer
Success Handoff

5. Hi, I’m Adriti.
I can talk forever about:
Service Hub, aussiedoodles, customer
journey mapping, HubSpot Academy,
and exceptional customer service.
Inbound Service Professor

6. Map out the sales to customer success handoff.
Identify features and tools within HubSpot to
create a seamless sales to customer success
handoff.
Today’s Objective

7. Agenda
1. The importance of a seamless sales to customer success handoff
2. Examples of handoff processes
3. Activity: What does yours look like today?
4. How HubSpot can help you create a seamless sales to customer success handoff.
5. Q&A

8. In a couple of words, how would you describe
your current sales to customer success handoff
process?

9. CS thinks…
Sales thinks…
CS doesn’t follow up in
time
CS don’t always set them
up the “right” way
Sales overpromises
Sales doesn’t leave
adequate notes

10. ● Lower time-to-value, or how long it takes for your customer to see value
with your product or service.
● It’s 25x more costly to acquire a new customer than it is to retain an existing
one.
● Happier, more successful customers.
The importance of a seamless sales to customer
success handoff

11. ● Sales introduces customer success
● Customer success’ first interaction with customer
● Onboarding
● Post onboarding
Four parts to a prospect to customer journey map

12. Sales closes deal
and workflow
automatically
notifies CS based
on availability

13. Sales closes deal
and workflow
automatically
notifies CS based
on availability
CS enrolls customer
in sequence and
reviews sales notes

14. Sales closes deal
and workflow
automatically
notifies CS based
on availability
CS enrolls customer
in sequence and
reviews sales notes
Onboarding
begins

15. Sales closes deal
and workflow
automatically
notifies CS based
on availability
CS enrolls customer
in sequence and
reviews sales notes
Onboarding
begins
Upon completing
onboarding, sales
gets notified to check
for cross-sell or
up-sell opportunities

16. Sales closes deal
Workflow assigns
CS based on
availability
Customer’s
excited to begin
onboarding
CS introduction

17. Sales closes deal
Workflow assigns
CS based on
availability
Customer’s
excited to begin
onboarding
Sales leaves
notes for CS
CS enrolls
customer in
sequence and
checks notes
Customer anxious
since CS didn’t
reach out when
Sales said they
would
CS introduction CS interaction

18. Sales closes deal
Workflow assigns
CS based on
availability
Customer’s
excited to begin
onboarding
Sales leaves
notes for CS
CS enrolls
customer in
sequence and
checks notes
Customer anxious
since CS didn’t
reach out when
Sales said they
would
Sales stands by
Sales stands by
CS begins
onboarding
Customer excited,
but has to restate
everything they told
sales
CS introduction CS interaction Onboarding

19. Sales closes deal
Workflow assigns
CS based on
availability
Customer’s
excited to begin
onboarding
Sales leaves
notes for CS
CS enrolls
customer in
sequence and
checks notes
Customer anxious
since CS didn’t
reach out when
Sales said they
would
Sales stands by
Sales stands by
CS begins
onboarding
Customer excited,
but has to restate
everything they told
sales
Sales emails
customer for
upsell opps
CS completes
onboarding
Customer ignores
sales email; still
figuring out tools
CS introduction CS interaction Onboarding Post onboarding

20. Sales closes deal
Workflow assigns
CS based on
availability
Customer’s
excited to begin
onboarding
Sales leaves
notes for CS
CS enrolls
customer in
sequence and
checks notes
Customer anxious
since CS didn’t
reach out when
Sales said they
would
Sales stands by
Sales stands by
CS begins
onboarding
Customer excited,
but has to restate
everything they told
sales
Sales emails
customer for
upsell opps
CS completes
onboarding
Customer ignores
sales email; still
figuring out tools
CS introduction CS interaction Onboarding Post onboarding

21. Sales books a site
visit with
technician
Technician gets
alerted of new
customer
Customer excited
to have driveway
paved
CS introduction

22. Sales books a site
visit with
technician
Technician gets
alerted of new
customer
Customer excited
to have driveway
paved
Sales stands by
Technician calls
customer to give
time frame
Customer annoyed
with 3-4 hour time
frame
CS introduction CS interaction

23. Sales books a site
visit with
technician
Technician gets
alerted of new
customer
Customer excited
to have driveway
paved
Sales stands by
Technician calls
customer to give
time frame
Customer annoyed
with 3-4 hour time
frame
Sales stands by
Sales stands by
Technician
begins work
Customer is happy
with how driveway
turned out
CS introduction CS interaction Onboarding

24. Sales books a site
visit with
technician
Technician gets
alerted of new
customer
Customer excited
to have driveway
paved
Sales stands by
Technician calls
customer to give
time frame
Customer annoyed
with 3-4 hour time
frame
Sales stands by
Sales stands by
Technician
begins work
Customer is happy
with how driveway
turned out
Sales sends bill &
feedback email to
customer
Technician
stands by
Customer pays bill
but ignores
feedback
CS introduction CS interaction Onboarding Post onboarding

25. Sales books a site
visit with
technician
Technician gets
alerted of new
customer
Customer excited
to have driveway
paved
Sales stands by
Technician calls
customer to give
time frame
Customer annoyed
with 3-4 hour time
frame
Sales stands by
Sales stands by
Technician
begins work
Customer is happy
with how driveway
turned out
Sales sends bill &
feedback email to
customer
Technician
stands by
Customer pays bill
but ignores
feedback
CS introduction CS interaction Onboarding Post onboarding

26. Prospect to Customer Journey
Time: 5 minutes
1. How sales introduces customer success
2. The first interaction between customer and
customer success
3. What happens during onboarding
4. What happens after onboarding
5. Identify points of force and friction
Make sure to include what sales is doing, what customer success is doing, and what your
customer is thinking and feeling during the interaction.

27. Part II: Ok, I’ve
mapped my sales to
customer success
journey. Now what?

28. ● Sales closes a deal
● When sales closes a deal, a workflow automatically creates a ticket and
assign ownership in an onboarding pipeline
● Sales leaves notes via playbook (pro+) on contact record, or uses snippets
to fill in notes (free+)
Customer Success introduction

29. ● Sales closes a deal
● When sales closes a deal, a workflow automatically creates a ticket and
assign ownership in an onboarding pipeline
● Sales leaves notes via playbook (pro+) on contact record, or uses snippets
to fill in notes (free+)
Customer Success introduction

30. ● Sales closes a deal
● When sales closes a deal, a workflow automatically creates a ticket and
assign ownership in an onboarding pipeline
● Sales leaves notes via playbook (pro+) on contact record, or uses snippets
to fill in notes (free+)
Customer Success introduction

31. ● Sales closes a deal
● When sales closes a deal, a workflow automatically creates a ticket and
assign ownership in an onboarding pipeline
● Sales leaves notes via playbook (pro+) on contact record, or uses snippets
to fill in notes (free+)
Customer Success introduction

32. ● Customer success reviews notes, and enrolls customer in sequence.
● Customer success @ mentions sales rep if any clarification is needed.
Customer Success interaction

33. Hi Nick - welcome to HubSpot!
I'm your Customer Onboarding Specialist and will be working with you to get X up and
running with HubSpot during the onboarding period. The onboarding period has officially
begun, so let’s make the most of our first week.
Please have the following completed before our first call:
Please book your first onboarding call here. We recommend booking within the next
7-10 days to give enough time to complete your project and action items. In addition, if you
are a marketing or sales user and want to get a jump on configuring your HubSpot account,
register for our Accelerated Setup webinar and kick start the setup process so that our
calls are as productive as possible.
Please let me know If you are not the correct point of contact or are not ready to begin
onboarding.
I’m excited to be partnering with you on your HubSpot project and can't wait to start
working together!
Talk to you soon,

34. ● Customer success leaves notes in playbook (or snippets), keeps track of
up-sell or cross-sell opportunities
● If a customer has clear needs and budget for up-sell opportunities, CS
@-mentions sales to notify them
● Friendly reminder workflow: if a ticket hasn’t been updated in a while, send
notification to manager to see what’s happening
● When ticket moves to closed, a workflow sends a task to sales to check
notes for cross-sell/up-sell opportunities
Onboarding & post onboarding

35. ● Sales closes a deal
● When sales closes a deal, a workflow automatically creates a ticket and
assign ownership in an onboarding pipeline
● Sales leaves notes via playbook (pro+) on contact record, or uses snippets
to fill in notes (free+)
Customer Success introduction

36. ● Sales closes a deal
● When sales closes a deal, a workflow automatically creates a ticket and
assign ownership in an onboarding pipeline
● Sales leaves notes via playbook (pro+) on contact record, or uses snippets
to fill in notes (free+)
Customer Success introduction

37. ● Sales closes a deal
● When sales closes a deal, a workflow automatically creates a ticket and
assign ownership in an onboarding pipeline
● Sales leaves notes via playbook (pro+) on contact record, or uses snippets
to fill in notes (free+)
Customer Success introduction

38. ● Create a feedback loop. Have sales/CS managers go to each other’s team
meetings once a month.
● Clear expectations are needed for:
○ Note templates
○ SLAs for CS reaching out to customers
● Ensure CS and sales are aware of what the other are being measured on.
BONUS: are there any metrics both teams can be measured on?
Sales to customer success best practices

39. Knowledge Check: Sales to CS handoff
What is time-to-value, and do you want a low or high
time-to-value?

40. Knowledge Check: Sales to CS handoff
What’s a playbook section your sales and/or CS team
would find useful?

41. Knowledge Check: Sales to CS handoff
What are the three things you should consider when
mapping your prospect to customer journey?

42. AMA!

43. Thank you

44. WDYT?
● Topic? Future topics?
● Giveaways:
○ Everyone - HUG mug and puzzle swag from HubSpot
○ Random Attendee - $50 Amazon gift card from MTR
○ Best question - INBOUND 22 Powerhouse Pass from MTR
● Feedback survey:
https://forms.gle/jgMRMoacT11WPpjB8