Three sales practices that hurt customer success and net revenue retention:
1. Backing up the truck.
Selling the big deal upfront.. reminds me of the old school perpetual software days. Sell them everything you can while you have the chance. Deals take longer to get done. Don’t grow together with the customer (land and expand anyone?). Upfront expectations are massive and easily missed.
2. The end of quarter fire sale.
Intensity ramps up and we push customers over the line with incentives and discounts when they aren’t ready. Also overwhelms our onboarding process and creates a sub par employee experience.
3. Selling to anyone with a pulse.
Whether they are a good fit or not. Just because you have their email address doesn’t mean they are a prospect.
What else should we avoid in the spirit of driving customer outcomes? 👇
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