As of 2014 over $70 Billion was spent on sales training in the US, and an additional $130 Billion worldwide. Since then the number has only grown. It’s clear that organizations are committed to training their sales departments, but what happens when the deal actually comes in? Is your customer success team game ready?
While sales teams typically get all the credit for big revenue transaction, customer success teams are responsible for your business’s long term sustainability. With more and more weight being placed on these support teams to bring in big results, shouldn’t their training be just as important?
To really answer the question we need to dive a little deeper into the relationship between customer success teams and sales teams.
Are Customer Success Teams as Valuable as Sales?
There’s a lot of confusion surrounding what customer success teams actually do, so let’s dive in. Customer success teams are responsible for your business’s Net Churn (Total $ in Upsells – Total $ in Churn)
In general, customer success teams oversee some or all of the following activities:
- Own client relationships, including handling objections and dissenters
- Gain end user product adoption
- Communicate and train customers on product updates
- Manage renewal process, and negotiations
- Navigate customer’s enterprise for upsells opportunities
- Upsell and cross-sell to existing clients
Sound kind of like sales? Customer success teams often play the most integral role within the sales customer cycle.
They are the lifeline to your customers. These are the people who prove your product is human-centric; and not just a software. Customer success teams are happiness drivers. They make your clients feel like they have a deeper relationship with you, your business, and your products.
Creating a Customer Success Team Training Program That Works
You wouldn’t expect a new sales rep to walk in the door and be an immediate expert, so don’t expect that from your customer success reps either. If you’re serious about tackling the responsibilities listed above, it’s time to get serious about investing in training. Your team, your customers, and your shareholders will thank you.
What kind of a training program do customer success reps need?
Since the majority of your Customer success team will be made up of under 35 year old digital natives, it’s time to think about elearning opportunities. Companies levering elearning resources experience these benefits:
- Learn the same amount of material in 40% to 60% less time
- Improved learning retention rates by 25% to 60%
- Increased revenue generated by employee by 26%
And by the way, the reps like it more.
Want more proof? Check out the full list of elearning impact stats.
Now that you know it works, what’s the best way to train your customer success teams with technology? Here is how the LearnCore trains its CS team.
- Demo Certifications. Make sure your team can give a perfect demo for new client training. They can access the online certification any time, and you can track their progress and results. Having these skills perfected will help clients get up to speed and using your product faster.
- On-Demand Training Modules. Create any training course you think will boost your customer success team performance, and offer it online. Help them prepare for potential client scenarios or improve their product knowledge, all the while tracking their results.
- Recorded Roleplay. Give your reps the most honest look at their skills they will ever get, a recorded video. Set up role play scenarios and then let your reps critique their performance. Even better, use the best videos as additional examples and training for the rest of the team.
- Online Knowledge Library. Let your reps brush up on their skills whenever they want. Having all of your training stored online will help your reps handle tough situations in an instant, and also provide an easy way for new team members to get up to speed.
- Email Critiques. Given that the majority of communication is over email, strong or weak writing skills can make or break a client interaction. It’s never been more critical to make sure your customer success team’s writing is clear, concise, and impactful.
These are just a few of the ways you can enable your customer success teams with online learning technology.
Measuring Customer Success Through NPS
In addition to setting up an impactful training program for your reps, you should be measuring your Net Promoter Score (NPS) to help gage success. NPS lets you know how likely your customers are to promote and repurchase your products.
If you’re not measuring NPS, you’re wasting a valuable opportunity for feedback on your performance.
NPS responses should be collected quarterly from all customers, and within one week after any major event. A major event differs by company. If you were an insurance business a major event might be a claim fulfilled. For software platforms a major event could be a big initiative launch.
The entire point is to capture emotions related to these significant events, as well as general performance over time. As you continue to collect more data points you’ll set important baselines and standards for your group, and also be able to measure improvements.
The best customer success teams have NPS scores of 8+. If your team consistently scores below a 6, you need a major overhaul.
Sales training is critical to any organization, but don’t forget they aren’t the only team that affects the bottom line.
Have other ways you’ve trained your customer success team for success? We’d love to hear about them.