To succeed with customer success at your organization, it takes alignment and collaboration with Sales. We interviewed and asked 7 industry leading sales executives their advice on how they put customers first throughout the sales process at their particular companies. Today we’ll highlight Scott Shepherd, Vice President of Commercial Sales at Alteryx. In this post, we’ll briefly explore his approach to customer success alignment as it relates to his sales team.
Download a complimentary copy of the ebook “Customer Success as a Culture: Sales Leaders Edition” to see Scott’s full contribution and get access to other sales executive viewpoints. Missed last week’s edition? Check it out here.
Based in Irvine, CA, Alteryx is the leader in self-service data analytics. Alteryx analytics platform helps connect systems and cleanse data from data warehouses, cloud applications, spreadsheets and other sources, easily join this data together, then perform analytics – predictive, statistical and spatial – using the same intuitive user interface, without writing any code.
Customer Success Begins with the First Prospecting Call
For Scott, he firmly believes that customer success begins with the first prospecting call and continues through the lifecycle of the customer relationship. Setting the customer up for success from the initial engagement is critical to the success of Alteryx as well as our customers. Scott explained, “Our think big, start small, and scale quickly methodology helps us earn trust quickly while providing an opportunity to scale with customers as their needs grow.”
Rally and Align All Departments Around Customer Success
Scott and his team interact with customers on a continual basis, and because Scott also oversees existing business along with new business for his focus on commercial sales, he is provided with the opportunity to work with customers daily. “I enjoy learning the vast array of ways our customers drive value and experience success with Alteryx. The ingenuity of our modern data analysts is paving a new way in self-service data analytics,” said Scott. Because of this focus on customer success across the entire company, every employee at Alteryx plays a critical role in customer success; therefore, they have frequent cross-departmental meetings (across marketing, sales, product, services, and administration) to keep all employees focused on delivering a great customer experience—no matter the department.
Customer Success Immersed in the Fabric of Your Company
Scott’s advice to other sales leaders when it comes to putting customers first? “Make sure the importance of the customer is immersed in the fabric of your company,” Scott emphasized. “Customer success has to be authentic and felt by the customer in every interaction with your brand. Put systems and processes in place to make sure every customer feels like they’re the only customer you do business with; your interactions with them should be highly personalized.”
Read Scott’s full contribution to the ebook entitled, “Customer Success as a Culture: Sales Leaders Edition” and learn from 6 other sales executives like Scott.
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Learn more about how ClientSuccess can help your company develop a strong customer success methodology and strategy with easy-to-use customer success software by requesting a 30-minute demo.