the "next" plan for customer success
Post on 11-Jun-2015
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Introducing the “Next” Plan
Scott Sambucci
Hult International Business School | 3.3.14
“Just because you're paranoid doesn't mean they aren't after you.”
― Joseph Heller, Catch-22
The Enterprise Sales Process
Selling to the Enterprise
A better way…
46 pages of blah, blah, blah…
Source: http://catalogue.pearsoned.co.uk/samplechapter/078972670X.pdf |http://docs.oracle.com/cd/B34956_01/current/html/docset.html
The 7x1 Framework
...the first minute
...the first hour
...the first day
...the first week
...the first month
...the first quarter
...the first year
Think like a buyer
Buyer’s Remorse
Emotional
WisdomConcern
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
Choice supportive bias
"Humans are not a rational animal, but a rationalizing
one.”
- Leon Festinger
“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…”
Customer Expectations
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
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
So what?
@ $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
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
Source: http://www.zendesk.com/resources/customer-service-and-lifetime-customer-value
66% of B2B customers stopped buying after a bad customer service
interaction
The 7x1 Framework
...the first minute
...the first hour
...the first day
...the first week
...the first month
...the first quarter
...the first year
Buy these books
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
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