Equipping Sales Reps with the Benefits of Dedicated CSMs

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Equipping Sales Reps with the Benefits of Dedicated CSMs

Instead of every sales rep describing the benefits of a CSM differently, we decided to streamline and standardize our messaging – simplifying their job and ensuring consistent expectations.

What: A document that equips our sales team to better explain the purpose and value of a dedicated customer success manager during the sales process.

Why: Enabling sales reps to organically introduce the customer success team during the sales process and effectively highlight the value that comes from working with an organization dedicated to their success.

How: We created multiple versions of the same slide, knowing that sales reps all have different methods and preferences when interacting with potential customers.

  • Option 1: A minimalistic PPT slide intended to be added to a slide deck that serves as a presentation aid for the sales rep (e.g. during a video call, on-site presentation).

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  • Option 2: An icons & bullets PPT slide intended to aid a sales rep on a call when they don’t have visuals to assist them, but still want to make sure they hit all the key points.

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  • Option 3: A leave-behind, text-heavy PDF version to be used in lieu of a conversation when getting the customer on the phone isn’t possible or they’ve specifically asked for a hard-copy of the information presented.

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This was well-received by our sales reps who appreciated the customer success team creating meaningful content that they could seamlessly incorporate into their existing sales process.

And as Steve Jobs would say, “There is one more thing…”

When most of us traditionally think about the marketing collateral Customer Success can help create, our minds usually jump to case studies, references, and quotes. However, we wanted to quantify and showcase the value our Managed DLP team has provided to customers recently – value like increased DLP maturity, a risk reduction snapshot, and headcount savings. This document equipped sales reps with hard data around the benefits that our MDLP customers experience. They loved it!

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If you have any questions or would like to know more about socializing a similar concept at your company, feel free to reach out to Kourtney and Joshua on LinkedIn.

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