Auctor purus, aliquet risus tincidunt erat nulla sed quam blandit mattis id gravida elementum, amet id libero nibh urna nisi sit sed. Velit enim at purus arcu sed ac. Viverra maecenas id netus euismod phasellus et tempus rutrum tellus nisi, amet porttitor facilisis aenean faucibus eu nec pellentesque id. Volutpat, pellentesque cursus sit at ut a imperdiet duis turpis duis ultrices gravida at aenean amet mattis sed aliquam augue nisl cras suscipit.
At elit elementum consectetur interdum venenatis et id vestibulum id imperdiet elit urna sed vulputate bibendum aliquam. Tristique lectus tellus amet, mauris lorem venenatis vulputate morbi condimentum felis et lobortis urna amet odio leo tincidunt semper sed bibendum metus, malesuada scelerisque laoreet risus duis.
Ullamcorper pellentesque a ultrices maecenas fermentum neque eget. Habitant cum esat ornare sed. Tristique semper est diam mattis elit. Viverra adipiscing vulputate nibh neque at. Adipiscing tempus id sed arcu accumsan ullamcorper dignissim pulvinar ullamcorper urna, habitasse. Lectus scelerisque euismod risus tristique nullam elementum diam libero sit sed diam rhoncus, accumsan proin amet eu nunc vel turpis eu orci sit fames.
“Sit enim porttitor vehicula consequat urna, eleifend tincidunt vulputate turpis, dignissim pulvinar ullamcorper”
Nisi in sem ipsum fermentum massa quisque cursus risus sociis sit massa suspendisse. Neque vulputate sed purus, dui sit diam praesent ullamcorper at in non dignissim iaculis velit nibh eu vitae. Bibendum euismod ipsum euismod urna vestibulum ut ligula. In faucibus egestas dui integer tempor feugiat lorem venenatis sollicitudin quis ultrices cras feugiat iaculis eget.
Id ac imperdiet est eget justo viverra nunc faucibus tempus tempus porttitor commodo sodales sed tellus eu donec enim. Lectus eu viverra ullamcorper ultricies et lacinia nisl ut at aliquet lacus blandit dui arcu at in id amet orci egestas commodo sagittis in. Vel risus magna nibh elementum pellentesque feugiat netus sit donec tellus nunc gravida feugiat nullam dignissim rutrum lacus felis morbi nisi interdum tincidunt. Vestibulum pellentesque cursus magna pulvinar est at quis nisi nam et sed in hac quis vulputate vitae in et sit. Interdum etiam nulla lorem lorem feugiat cursus etiam massa facilisi ut.
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 companies. Today we’ll highlight Adam Becker, Director, Sales & Account Management at TinderBox.
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 Adam’s full contribution and get access to other sales executive viewpoints.
TinderBox was founded to provide sales teams a better way to create the assets they need to close deals. Since the company’s inception, the TinderBox team has led the industry by pioneering technologies that enable companies to use the information they have in CRM, CPQ, ERP and other systems to create, deliver and track sales materials online.
Customer success is the focus of TinderBox’s entire business, and according to Adam, it should be for any SaaS organization. “Our customer’s success is the lifeblood that keeps this company afloat,” said Adam. “I spend my days understanding how we can improve our customer’s experience from the time they become a customer, through implementation of software to adoption of that software, and, ideally when we help them achieve the goals they originally set out with us. We affect the customer’s perception of success by going on that journey with them as a partner rather than simply a software vendor.”
When you put customer success at the middle of your model, every other aspect of the company is geared toward the customers. Adam and the TinderBox team are responsible for representing the ‘voice of the customer’ to all different departments, which helps the company create alignment and ensure customer success is part of the company’s DNA.
What kind of questions do Adam and his team ask customers to understand how they engage with TinderBox’s products and services?
Adam explained that his team tries to ask questions that help them envision what the day-to-day lives of their customers look like. They ask questions such as, “What challenges do you meet on a daily basis that keep you from achieving your goals?”
Adam and his team track the success (or failure) of customer engagement with their products or services in 3 major categories across the customer journey.
1. First, throughout the implementation they track success by the timeliness of completing the project.
2. Second, once they have a successfully implemented project, they then focus heavily on adoption, and use individual user-by-user data to determine if the tool is being used to its potential.
3. Lastly, they measure success based upon their ability to help the customer meet their original objectives.
When it comes to ensuring the customer is always the hero for sales teams, Adam gives this advice: “Having a consistent (and loud) voice of the customer is critical. All areas of the business need to understand what’s working and what is not in order to change and adapt to the ever-evolving landscape. At TinderBox, we have small weekly meetings to talk about success and challenges across a number of segments of our business, then larger monthly meetings to dive into details and action items.”
Adam’s goals for 2016 include continued focused on adoption of TinderBox’s core products and aligning results to the business goals of customers. “But as we introduce new products into the market, I will also be spending more time adding value to our customers in new and exciting ways,” concluded Adam.
Read Adam’s full contribution to the ebook entitled, “Customer Success as a Culture: Sales Leaders Edition” and learn from 6 other sales executives like Adam.
Download the full “Customer Success as a Culture” ebook collection:
Customer Success as a Culture: Product Leaders Edition
Customer Success as a Culture: Marketing Leaders Edition
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.
