“Getting insight into what users use or like the most, and where they see the highest value for the product. There is always a WOW moment with a happy customer: ‘Wow that’s gonna save or make me so much time or money’. If you are able to identify those moments and give that to the sales and marketing teams to shape the sales message… it will really help!”
Jorge Bestard, Growth Manager, Olapic
Sales teams operate in a hectic environment and rarely have time to look beyond the targets they have to hit today. Even if there’s information sitting in the next team over that could help them hit their quotas for the month or the quarter. So much time is spent putting out fires and managing urgency that they are rarely able to put in the time to go talk to support teams about things that could help them close deals.
Onboarding material used after a customer signs on often works very well as part of the sales process and it’s an area where sales and support or customer success can really help each other. Stories about the moment a customer really finds her stride with a product are also golden for the sales team to use as examples when talking to potential new customers. One of the most common questions when talking to business customers about a tool or service is “how do other businesses like mine use it?” Support can help answer that question.