SVP of Sales for Businessolver demonstrates the case for why a separate customer success function is necessary.

 

Dave Moore is the SVP of Sales for Businessolver a leading provider of benefits administration, technology, and services. In a phrase, they help organizations manage their healthcare spend as it relates to employee benefits.

 

Tune in to hear more from Dave on the benefits of the emerging function of customer success. 

 

Segment 1: The Emerging Function of Customer Success

  • Ascending to the top sales job at Businessolver. minute 1:19 
  • Customer success as a concept. minute 3:44
  • Splitting experience with outcome. minute 5:14 
  • Overcoming the initial hurdles of implementing customer success. minute 6:18 
  • Proactively packaging data inside the customer success function. minute 7:24

     

Skip to minute 3:52 to listen to Dave discuss the concept of customer success: 

 

“Interestingly enough I think the term customer success has been hiding around in organizations with underwhelming terms like cross sell, upsell, land and expand. Organizations have continued to try to think about that in a reactionary mode. I think the term customer success is defined by the way we view it and why it’s important, from our evolutionary process it’s a true focus on customer outcomes…” 

 

Segment 2: Customer Success Relative to Other Functions

  • Handling conflicts, overlaps, and the natural tension of this new function inside an established company. minute 10:05
  • Mitigating handoff issues and evolving from them. minute 11:05
  • Sales operations enablement and the support motion for customer success. minute 14:29  

     

Skip to minute 10:45 to watch Dave explain how to handle the conflicts of the new customer success function:

 

“The best way to have happy and referenceable customers for a new business is to first challenge the organization. If there is friction, as a management team, where is that friction really coming from? Start with that. The entire organization is in the business of customer experience and customer success…” 

 

Segment 3: Revenue Expansion & the Experience Outcome

Skip to minute 17:23 to watch Dave define the experience outcome at Businessolver:

 

“We do think about it in terms of adoption and expansion. We think about how we are helping our clients adopt the functionality. Adopt the tools within the system that really help drive that deep partnership that we’re looking for. I think about that as the experience and then the outcome seem to follow that…” 

 

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ABOUT THE AUTHOR

Matt Sharrers

Leads the firm's focus on the CEO’s role in accelerating revenue growth by embracing emerging best practices to grow revenue faster than the industry and competitors. 

Matt Sharrers is the CEO of SBI, a management consulting firm specialized in sales and marketing that is dedicated to helping you Make Your Number. Forbes recognizes SBI as one of The Best Management Consulting Firms in 2017.

 

Over the course of nearly a decade at SBI, Matt Sharrers was an instrumental early partner guiding SBI as the Senior Partner. Matt’s functional responsibilities included acting as the head of sales where he led SBI’s double-digit revenue growth, and was responsible for the hiring function to build SBI’s team of revenue generation experts.

 

Prior joining SBI in 2009, Matt spent eleven years leading sales and marketing team teams as a Vice President of Sales. Matt has “lived in the field.” As a result, he is the foremost expert in the art of separating fact from fiction as it relates to revenue growth best practices. CEOs and Private equity investors turn to Matt’s team at SBI when they need to unlock trapped growth inside of their companies.

 

 

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