Presented at the Hult International Business School on March 3, 2014, Scott Sambucci describes his "NEXT" plan for customer success.
Too frequently as sales professionals, we focus on the end of the sales process: "winning the contract" - "closing the deal" - "finishing the sale." Consumer psychology shows that buyers of our products and services frequently experience negative feelings and emotions around the purchase.
By implementing the NEXT, we focus our new customers with positive reinforcement and confidence that they've made the right decision for their companies and themselves.
NEXT focuses on enacting specific steps and actions at key moments following the conclusion of the sales process:
The first minute...
The first hour...
The first day...
The first week...
The first month...
The first quarter...
The first year...
Even better, introducing NEXT to customers during the sales process shows how your company will support and secure successful implementation of your product or service.
[This work is copyrighted by SalesQualia and Scott Sambucci. Any reuse or reproduction requires permission.]
13. The 7x1 Framework
...the first minute
...the first hour
...the first day
...the first week
...the first month
...the first quarter
...the first year
17. 7 x 1: Preventing Buyer’s Remorse
...the first minute
...the first hour
...the first day
...the first week
...the first month
...the first quarter
...the first year
18. Choice supportive bias
"Humans are not a rational
animal, but a rationalizing one.”
- Leon Festinger
19. “I’m still getting 2-3x ROI. It’s not the 10x
we expected, but it’s still pretty good…”
“We had to switch suppliers anyway…”
22. 7x1: Preventing Post-Choice Bias
...the first minute
...the first hour
...the first day
...the first week
...the first month
...the first quarter
...the first year
23. Source: Conference Executive Board, "Blinded by Delight Why Service Fails and How to Fix It"
http://www.executiveboard.com/exbd-resources/pdf/executive-guidance/eg2014-q1-final.pdf
28. @ $10k bookings, +$2k/month
over 5 years
2.5% churn
$64k per month
5% churn
$90k per month
Source: http://www.forentrepreneurs.com/why-churn-is-critical-in-saas
29. Source: Conference Executive Board, "Blinded by Delight Why
Service Fails and How to Fix It"
http://www.executiveboard.com/exbd-resources/pdf/executive-guidance/
eg2014-q1-final.pdf
30. 66% of B2B customers
stopped buying after a
bad customer service
interaction
Source: http://www.zendesk.com/resources/customer-service-and-lifetime-customer-value
31.
32. The 7x1 Framework
...the first minute
...the first hour
...the first day
...the first week
...the first month
...the first quarter
...the first year
36. I’m here to help.
Call, email, tweet, whatever. If you think I can
help you, just let me know.
Scott Sambucci
(415) 596 0804 | scottsambucci@gmail.com
@scottsambucci
LinkedIn | Quora | Blog
Notes de l'éditeur
We spend months or even years developing a new client relationship, then we expect that customer to be a customer in perpetuity. We hope they never cancel.
So why do we spend so much time on closing the sale, and almost no time on Implementing the Sales for Customer Success?
People’s jobs are on the line. (i.e. GMAC LOS – 5 years)
Decision goes to Management Board