by Fleur Chaffé - March 11, 2020

Closing The Gap Between Sales & Customer Success

Rohit Patni, Co-Founder at Lavanya Plus

What are the main causes for startups failing to grow existing accounts in your experience?

There are two types of people in sales. There are the Hunters and there are Farmers. The hunters are there to win new business whereas the farmers are thereto manage existing ccounts. Difference in mindset is also a common factor. The hunter is hungy for new clients and the farmer is focussed on building relationships.

Why is there a gap between Customer Success and Sales?

Closing the gap comes back to your go-to market strategy with what and how you feel.

To read more from Rohit, click here!

Karen Gallontry, General Manager at mParticle

What are the main causes for startups failing to grow existing accounts in your experience?

It often comes down to failing to implement and getting sticky with the client post-sales. In the handover process from sales to cosnumer success is clunky then it can lead to failure.

Why is there a gap between Customer Success and Sales?

The gap comes down to the compensation structure and sometimes team size along with the handover process too. To be successful, you have to have clear standard operating procedures between the two parts of the organisation (CSM vs Sales) to de-conflict potential cross over and to affirm roles in terms of account management and the customer contact is managed by the customer success person and the commercial terms are managed by the salesperson (as an example)

To read more from Karen, click here!

Jenna Lindberg, Senior Relationships Manager at Mixpanel

What are the main causes for startups failing to grow existing accounts in your experience?

Startups will display an inward focus most of the time and their initial customers will expense these growing plans. There’s only so much tolerance that customers have to this type of pain.

Why is there a gap between Customer Success and Sales?

The gap often comes down to how they are motivated and their beliefs accurate or inaccurate about the other role. In my experience, the people who are attracted to customer success are project managers and consultants, they are customer-focussed and they want to fix problems for customers.

To read more from Jenna, click here!

Ben Prouty, Co-Founder & CEO at Shepper

What are the main causes for startups failing to grow existing accounts in your experience?

The leadership teams are dealing with pressure to perform which is coupled with the financial and time pressure. Investors are nervous about the dependency on a couple of clients, so you need to get out and win new logos. Secondly you might not have the skill set available and ready to focus on account growth in the first couple of years.

To read more from Ben, click here!

Adam Joseph, Director at Gainsight

What are the main causes for startups failing to grow existing accounts in your experience?

It’s certainly not one single person. For me it comes down to, do we really understand what the desired outcome of the customer is? So you can go back to that first call with a SDR for example, and understand did we do our due diligence or were we in a rush to make the sale? We have to scope out why our customers are buying, how do you determine your success with us. It’s really key for the handover between Sales and Customer Success. Sometimes you see a real separation, where a Customer Success Manager is picking up a deal for the first time, not knowing who the customer is and needed to build that relationship from scratch.

Why is there a gap between Customer Success and Sales?

Some of it comes down to their interests and compensation. Think what is the ethos of the business? If you want to be centred around enabling the customer. Customer Success is not just a department, or an individual. It’s a culture, a way of working that permeates throughout the business.

To read more from Adam, click here!

Seb Robert, CEO at Gophr

What are the main causes for startups failing to grow existing accounts in your experience?

I think it comes from a lack of understanding of that customer, about how they are structured, how large they are and what their true needs above just making your first deal. I think back to when we did an exercise with a credit control and inspection agency. We found out from them what the sheer size of some of our customers was way bigger than at first glance and hence it drove us to think how we could support them. Furthermore, from speaking to some founders I know I don’t get the impression that startups talk to their customers enough. We’re not blameless here either.

Why is there such a gap between Customer Success and Sales?

Technology is dominated by engineers. Sometimes as an industry, we get too focused on our technical product rather than the customer’s needs. Therefore the link between Sales and Customer Success becomes a secondary consideration.

To read more from Seb, click here!

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