Customer Success Most of the time

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The completion of a sale means the beginning of a long relationship between the customer and the company. Therefore, in the structure of the assembly line, there is a team dedicated only to after-sales service: the Customer Success team. These professionals are responsible for assisting new customers in the implementation of the product/service , providing technical support, resolving doubts, ensuring that there will be no cancellations (in the case of recurring revenue services) and/or offering other relevant products that make sense for the customer. customer (upselling and cross selling ). Companies that work with sales of software as a service (SaaS, or software as a service) benefit greatly from this sales structure, as salespeople become true specialists in the subject, which is often complex and requires technical knowledge.

This way, it is possible to offer quality customer service and increase the conversion rate , as each team works more efficiently as they are specialized in one part of the process. This Job Function Email List segmentation also contributes to the analysis of result indicators , to the identification of bottlenecks in the process, to the correction of irregularities and to the predictability of sales in the period. It's a greater opportunity for managers to control each part of the team more closely. However, if your team is very small, it is not feasible to divide it into teams with different functions: there needs to be a minimum flow of potential customers to justify the effort of hiring specific salespeople for each function.



In addition, passing the baton between different people can wear down the customer if not done well (they can see that the company is disorganized, for example), and salespeople can lose sight of the whole when they are only responsible for a part of the process. You need to be careful with these points.3. Organize the sellers After choosing the structure to be followed in sales, it is necessary to determine how the salespeople will organize themselves, that is, what criteria will be used to distribute customers among them. By customer/account size Dividing salespeople by customer or account size allows them to get to know customers more deeply, understand their needs, and develop a closer relationship, which is very beneficial for them to become long-term customers.