Have you been stuck with inherited sales tools that weren’t designed with the Customer Success Manager (CSM) in mind? Customer Success (CS) teams are going through a difficult transition in the subscription economy developing out of the ill-fitting garments that never offered them the right fit and trust in their ability to take ownership of their part in the customer relationship. Let’s find out why and how should you convince your C-suite leaders to invest in Customer Success tech.
If you are reliant on proactively handling overburdened spreadsheets and hacked CRM alternatives, you’re limiting your development and squandering opportunities for advancement. However, due to competing internal priorities and finances, your executive team (C-suite leaders) may not recognize the benefit of a new software solution right away. To persuade people, you must first learn about their priorities and solve their worries.
Another interesting piece: How to get Executive sponsors to attend QBRs
But HOW do you sell Customer Success software to internal stakeholders/C-suite Leaders team?
- Make an effort to comprehend management’s goals.
It will be easier to build a case that fulfills their perceived needs if you grasp their collective and individual ambitions.
- Make a financial case that is in accordance with their goals.
The approach is to work backward from the most important goals for your executive team. Make your case based on revenue if that is the primary goal.
- Customer interactions should be reinvented
Customers choose items that assist them in achieving their objectives through open communication. C-suite personnel is seeing that customers need to be more involved in the company. As a result, demonstrating how you can rethink client connections can assist them in closing the purchase.
- Instead of presenting, talk about it. Ask questions to get a shared understanding of what they want to accomplish, then go on to how you’ll accomplish those goals using your new toolkit.
- Real-life case studies might help you prove your point. Do your homework and offer vendor case studies that highlight how their clients have achieved tangible benefits for their customers.
The 6 Steps to the C-Suite Leaders Engagement
In order to sell to the C-suite, you must engage with them. You can engage members of the C-suite, such as the CEO, CIO, and others, as a B2B company by capturing their viewpoints and proposing solutions accordingly. For effective selling, here are some high-level practices for engaging with the C-suite:
Engage in strategic meets
Strategic engagement with the C-suite is required. They must be persuaded that marketing and customer success investments are for the long haul. C-level executives must understand how the company will assist them strategically and empower their organization in the long run. This will assist them in being receptive to new ideas as well as forming an engagement bridge.
Keep the goal in mind.
C-level executives are typically hunters, looking for knowledge that will assist them to make the best decisions for their company. Isn’t customer success the best thing a company can do to grow? Make yourself visible to the C-suite team. If you want to be effective in capturing their attention, they must see and recognize the potential that you bring. Being found and sprucing up marketing activity is a terrific strategy to do that. Rather than selling, you should switch and be found. It is more vital to earn attention rather than pay for it.
Describe how you can assist.
Demonstrate how you can use the product to add value or benefit. Visual communication, art, movies, podcasts, or a PowerPoint presentation can all be used to demonstrate this. You must make the C-level feel empowered by the product
Peer-to-peer communication could be beneficial.
The C-suite is the highest level of management, and their combined experience is very inspirational. These individuals like learning from people in their age group. Fostering connections between C-suite executives can aid in the creation of a common bond and the development of product trust. Members in the C-suite are on the lookout for new ideas to help them build plans that will help their companies expand. These new ideas from other employees can encourage individuals to interact with their coworkers.
Make it your own.
When dealing with the C-suite, everyone understands the value of personalization. Each C-level executive is significant and distinct, and customization is critical for greater engagement. You may personalize communication as much as possible with the correct insights. This will assist establish interest by connecting a chord to the C-level.
Keep in mind the gatekeeper.
Those in the C-suite usually have personal aides. To protect their time and efficiently manage their slots, these personal assistants sift and sort stuff. They must understand which forms of communication are appropriate and how to incorporate them. If the C-level understands the significance, then you can easily maintain their engagement.
The ultimate goal is to maintain C-level participation without making them feel compelled to communicate.
Reducing churn is the name of the game. C-Suite executives drip when we talk about decreasing churn and using a Customer Success Intelligence Platform really helps! Customer success software can help keep subscriptions alive and personalize the customer journey by providing timely, real-time, and relevant touchpoints. The intelligent and actionable software from CustomerSuccessBox aids in improving customer experience and increasing product uptake.