Joining me on this episode of Accelerate! is Dan Englander, Founder of Sales Schema and the author of The B2B Sales Blueprint, and more recently, Mastering Account Management: 102 Steps for Increasing Sales, Serving Your Customers Better, and Working Less. Among the many topics that Dan and I discuss are how to keep your customers engaged and involved beyond the initial sale, how to unify sales and customer success around common goals; and how to build on the customer experience to generate repeat business.
Joining me on this episode of Accelerate! is Jermaine Edwards, creator of the Key Account Hack system and author of Key Account Hack: 8 Steps to Creating Massive and Predictable Growth from Your Key Clients in 90 Days. Among the many topics Jermaine and I discuss are how to make relationship building a central part of your ongoing sales process, why it is the depth of your relationships with customers, not the marginal differences in products, that differentiate you from competitors, the distinctions and links between account management and customer success management, and new tactics to reach deep into the customer’s organization to develop new sales opportunities.
Michael Nick is a Principal at Technology Finance Partners, founder of ROI4Sales and bestselling author of ROI Selling and Adapt or Fail: Process with Power. In this episode Michael and I talk about how your customer’s process of gathering and evaluating information, and making decisions about products and services is evolving and how sales reps need to change with it. Michael shares why sales reps need to increase their business acumen to effectively communicate with decision makers and influencers. This is a must listen!
Dave Blake is the founder and CEO of ClientSuccess, a platform that helps Customer Success team proactively manage, retain and grow their existing customer base. In this episode, Dave talks about the role CS teams play in retaining customers, opening doors to up-selling, and minimizing the churn among subscribers. Among the topics we discuss are:
- The important differences between Client Success and Customer Support
- The best practices of CS Teams.
- The role of the Customer Success Manager (CSM) in customer retention and minimizing churn.
- How to identify and hire strong CSMs.
- Managing the hand-off between Account Execs and Customer Success Managers.