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Presented at the Hult International Business School on March 3, 2014, Scott Sambucci describes his "NEXT" plan for customer success. Too frequently as sales professionals, we focus on the end of the sales process: "winning the contract" - "closing the deal" - "finishing the sale." Consumer psychology shows that buyers of our products and services frequently experience negative feelings and emotions around the purchase. By implementing the NEXT, we focus our new customers with positive reinforcement and confidence that they've made the right decision for their companies and themselves. NEXT focuses on enacting specific steps and actions at key moments following the conclusion of the sales process: The first minute... The first hour... The first day... The first week... The first month... The first quarter... The first year... Even better, introducing NEXT to customers during the sales process shows how your company will support and secure successful implementation of your product or service. [This work is copyrighted by SalesQualia and Scott Sambucci. Any reuse or reproduction requires permission.]
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Introducing the “Next” Plan
Scott Sambucci
Hult International Business School | 3.3.14
“Just because you're paranoid doesn't mean they aren't after you.”
― Joseph Heller, Catch-22
The Enterprise Sales Process
Selling to the Enterprise
A better way…
46 pages of blah, blah, blah…
Source: http://catalogue.pearsoned.co.uk/samplechapter/078972670X.pdf |http://docs.oracle.com/cd/B34956_01/current/html/docset.html
The 7x1 Framework
...the first minute
...the first hour
...the first day
...the first week
...the first month
...the first quarter
...the first year
Think like a buyer
Buyer’s Remorse
Emotional
WisdomConcern
7 x 1: Preventing Buyer’s Remorse
...the first minute
...the first hour
...the first day
...the first week
...the first month
...the first quarter
...the first year
Choice supportive bias
"Humans are not a rational animal, but a rationalizing
one.”
- Leon Festinger
“I’m still getting 2-3x ROI. It’s not the 10x we expected, but it’s still pretty good…”
“We had to switch suppliers anyway…”
Customer Expectations
7x1: Preventing Post-Choice Bias
...the first minute
...the first hour
...the first day
...the first week
...the first month
...the first quarter
...the first year
Source: Conference Executive Board, "Blinded by Delight Why Service Fails and How to Fix It"http://www.executiveboard.com/exbd-resources/pdf/executive-guidance/eg2014-q1-final.pdf
So what?
@ $10k bookings, +$2k/month over 5 years
2.5% churn $64k per month
5% churn $90k per month
Source: http://www.forentrepreneurs.com/why-churn-is-critical-in-saas
Source: Conference Executive Board, "Blinded by Delight Why Service Fails and How to Fix It"http://www.executiveboard.com/exbd-resources/pdf/executive-guidance/eg2014-q1-final.pdf
Source: http://www.zendesk.com/resources/customer-service-and-lifetime-customer-value
66% of B2B customers stopped buying after a bad customer service
interaction
The 7x1 Framework
...the first minute
...the first hour
...the first day
...the first week
...the first month
...the first quarter
...the first year
Buy these books
I’m here to help.
Call, email, tweet, whatever. If you think I can help you, just let me know.
Scott Sambucci
(415) 596 0804 | [email protected]
@scottsambucci
LinkedIn | Quora | Blog
