Posts Tagged ‘Customer Success’

But it’s not dead

This post originally appeared on the Qwilr Blog

Rapid technological innovation has altered the landscape of commerce. Yet while the mode and medium of modern business has evolved, many of the business strategies and frameworks that powered the old world of commerce are still catching up to those changes. And perhaps none more so than B2B software sales.

Business software used to have a much higher price point. Products were monolithic and often required significant on-site implementation costs. The focus of tech sales was getting prospects to close. To sign on the dotted line.

But the nature of software evolved. Products and services are now delivered more and more through the web browser, or mobile device. Products have become slimmer in functional scope, more lightweight and modular, with a generally lower price point.

And as software has changed, so too has software sales. The old “hard-sell” model is being slowly superseded by a “new customer” success model.

So let’s explore:

  • What is the incumbent “old” model of B2B software sales?
  • What are the changes in technology that have made this model obsolete?
  • And what exactly is this shiny new thing called “customer success”?

The Old Model Of Software Sales.

Once upon a time, before iPhones and broadband wifi, circa 1980–2000’s, implementing business software solutions was a long, slow and costly operation. Offices would be overrun with consultants and specialists for weeks or months at a time.

Business software in that era required “boots on the ground” to implement. Software needed to be installed and tested on each desktop workstation in the office. Some software even needed on-site servers to be setup and configured.

The complexities of such an implementation, meant a shifting timeline for delivery, and a mercurial final cost. Trying software was a business risk — if it didn’t work out, it could mean a big hit to the P&L sheet.

Since there was this significant migration cost for switching software solutions, customers stuck around. They bought long term licences. They bought support. For the software sellers, that meant: fewer deals than today, but with higher value.

This was the old world of business software: big, monolithic solutions, with a hefty price tag and a complex implementation.

This kind of software business required a sizeable sales force that could do “high touch” sales. Done right, the profit margin from high-value long-term contracts could quickly ameliorate the salary cost of sales people and the long lead times.

So, this software and sales model was hugely effective and profitable for the tech giants of the 1980’s Cisco, Oracle, Sun etc.

Today it is known as “sales development” (and has been re-popularised recently by Aaron Ross in his sales playbook: “Predictable Revenue”).

The basic structure of the sales flow is as follows:

  1. Demand generation: Create a flow of inbound interest in the product or service (aka marketing).
  2. Lead Qualification: Qualify potential leads on a spectrum from very-likely-to-be customers, to very-unlikely-to-be customers.
  3. Lead Nurturing: Nudge qualified, interested leads along the buying funnel. Feed them helpful guidance, assistance, be on-hand to answer questions. (More on the this aspect later!).
  4. Closing: The all important closing. Get the leads to sign on the dotted line.

It’s worth noting that Aaron Ross emphasises the specialisation of these roles. Sales reps don’t cross disciplines. Your closers are never the same people as your prospectors.

Now if your product or service has a high enough price point, this model could absolutely work for you today. Enterprise software sales teams are still working this way, and with great success.

But the nature of software now has fundamentally changed since the days of Sun and Cisco. Products are, in general, much more lightweight and modular than their 1980’s predecessors. They are not monolithic. They do not attempt to encompass all business challenges. Rather they “unbundle”. They solve specific problems, within a narrower band, and at a fractional cost.

Businesses are now free to pick and choose their own custom hybrid solution, comprised from a number of these products and services.

So what happened? What changed? Where did the big monolithic software go?

In short: it was killed by the web browser.

How the Modern Web Changed Everything

There was a time, not so long ago, when the web was a rather static medium. It was more akin to a digital newspaper, than an interactive application. Tech folks dreamed it could be more, but limited CPU power and internet bandwidth were blocking the way forward.

The desktop was the only place a business user could do “serious” work. Think word processors, spreadsheets, graphic design in the 1990’s.

But as processors became increasingly powerful and affordable, as the browser itself became powerful, the possibility of having an application-like experience in the browser (i.e. responsive, fast, data intensive) became a tangible reality.

These days it is standard practice for a business to run their core activities and operations through the browser. See: Google Docs, Xero, MYOB, Qwilr, access to that kind of data is built in.

If you’re building a product game, there are a number of excellent and mature offerings in the analytics space, from free and more generic solutions like Google Analytics, to purpose built services like KissMetrics (which we use and love at Qwilr!).

Customer success encourages sales reps to analyse this data, so they can identify when a lead is stalled, and needs a nudge to help them along the buying path.

What form these nudges take is up to you. In the product world they might come in the form of an in-app notification, a help bubble or an automated email. In the services world, perhaps a quick email or well-timed phone call.

The Death And Resurrection Of B2B Sales

Sales used to be about pushing a lead over the finishing line, but now its about running the whole race with a lead, encouraging them, helping them when they start to flag.

Customer success is by no means the death knell of traditional software sales. Rather it is an evolution of that model, better suited to the shift in consumer behavior (i.e. how products / services are discovered, recommended, bought and consumed) that web has brought about.

Grow your business.

Techniques, tips and stories on how to grow from zero to a million.

Originally published at blog.qwilr.com on October 29, 2015.

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Metro UK

Especially if they don’t pay you a dime.

Disclaimer: I am not part of Buffer nor am I subscribed to their paid plan. This is not a criticism. Merely a reflection.

What if you (a user) got the (fictitious) email below. What would your reaction be?

From: hello@bufferapp.com

To: kamilrextin@gmail.com

Subject: Your 6 month invoice from Buffer.

Hey Kamil,

Here’s your amount due for Buffer:


You’ve been a integral part of our community at Buffer and we just wanted to give you a huge thanks from our team.

Thanks for being a part of our awesome community. We would not to be here without you! — Buffer Team with love from South Africa.

PS: Have you tried our awesome plan yet? It packs a big punch just for $10/mo. [Or insert a small discount for being around for 6 months].

What would your reaction be? A smile, a smirk? A gaping mouth? Warmth and fuzziness inside? Makes you feel special?


Much too often businesses and startups are too obsessed with the ‘increase MRR and reduce churn’ mantra that they forget the opportunity to engage and induce fuzziness inside the free users.


Because these are the folks who will either convert to paid customers at some point or be an evangelist of your product precisely because you treated them special even though they did not pay you a dime.

Because your ask was not a hard sell, odds are they will check out your paid plan. If they don’t they will refer 10 of their friends to your product.

But there is no excuse not to put a smile on their face.

Cover Photo Credit: http://metro.co.uk/2012/07/11/being-elmo-kevin-clash-dvd-review-3373995/

Buffer Retreat in South Africa: Buffer Facebook Page.

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