{"id":284,"date":"2017-02-07T18:39:55","date_gmt":"2017-02-07T18:39:55","guid":{"rendered":"http:\/\/blog.datananas.com\/en\/?p=284"},"modified":"2017-07-13T11:11:32","modified_gmt":"2017-07-13T09:11:32","slug":"customer-success-representative-leads","status":"publish","type":"post","link":"https:\/\/blog.datananas.com\/en\/customer-success-representative-leads\/","title":{"rendered":"How can the Customer Success Representative generate leads?"},"content":{"rendered":"

It\u2019s often thought that the role of the Customer Success Representative is simply to take care of customer support and reply to any questions. However, just like the SDR (Sales Development Representative), who is in charge of pre-sales care, the Customer Success representative has a vital commercial role to play after the sale.
\n<\/p>\n

The role of the Customer Success Representative<\/h2>\n

In a specialized commercial team, the Customer Success Representative is the last link in the chain. They come into play just after the sale, which was made by the Account Executive. Ideally, the latter could even introduce the Customer Success Representative by telling the new customer that a dedicated person\u00a0from the support team would be getting in touch with them in order to support\u00a0them in implementing the tool.<\/p>\n

Indeed, part of the Customer Success Representative\u2019s role is to answer the customer\u2019s questions and make sure that the tool is configured correctly according to their needs, but that\u2019s not all. A good FAQ section and some video tutorials would be all that is needed. Actually, the Customer Success Representative must also ensure there is a high customer satisfaction rate in order to avoid them churning. Their second task leads on naturally from the first one: they gather contacts from your customer corresponding to your ICP<\/a> <\/strong>(Ideal Customer Profile), and feed your SDRs with new leads.<\/a><\/strong><\/p>\n

The Thank You Call<\/h2>\n

The Thank You Call is to the Customer Success Representative what a Welcome Call is to an SDR: the perfect approach. Indeed at the time of the call the customer is normally well predisposed following its\u00a0transaction. The perfect timing is within a few hours, even if it is\u00a0difficult to find, and within a few days. Beyond that, there is the risk that the sales euphoria has been lost.<\/p>\n

During this Thank You Call, the aim is to use the good work carried out by the Account Executive to guide the conversation and to make use of the new customer\u2019s address book. If your solution has perfectly met their needs, there\u2019s a strong chance that this solution also meets the needs of some of the customer\u2019s contacts who have a similar profile.<\/p>\n

The virtuous loop of the sales cycle<\/h2>\n

Unfortunately, we often notice that several sales teams overlook the Customer Success Representative. Their tasks are based above all on a long term relationship with customers<\/a><\/strong> and it\u2019s often their daily work that allows the necessary confidence to be established for a customer to accept putting them in touch with some of their contacts.<\/p>\n

Some commercial organizations therefore prefer the short term, which is easily measurable in terms of turnover, rather than mutual growth over time.<\/p>\n

That is why we are convinced that by ensuring your customers\u2019 satisfaction, the Customer Success Representative is the best contact in order to acquire\u00a0qualified leads.<\/p>\n

The motto \u2018the customer is king\u2019 is all the more true nowadays since your customer has the power of making extraordinary recommendations. We will offer you ways to industrialize your contacts in a further article.<\/p>\n

<\/div>","protected":false},"excerpt":{"rendered":"

It\u2019s often thought that the role of the Customer Success Representative is simply to take care of customer support and reply to any questions. However, just like the SDR (Sales Development Representative), who is in charge of pre-sales care, the Customer Success representative has a vital commercial role to play after the sale.<\/p>\n","protected":false},"author":1,"featured_media":308,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"yasr_overall_rating":0,"yasr_post_is_review":"","yasr_auto_insert_disabled":"","yasr_review_type":""},"categories":[4],"tags":[67,55,68],"yoast_head":"\nHow can the Customer Success Representative generate leads?<\/title>\n<meta name=\"description\" content=\"The Customer Success Representative is a powerful asset in your team to acquire qualified new leads and build a strong customer relationship.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/blog.datananas.com\/en\/customer-success-representative-leads\/\" \/>\n<meta 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