What You'll Learn:
- Align product, customer success, and sales to match expectations to delivery.
- Communicate the reality of an implementation process.
- Optimize legal resources to build momentum for a smooth negotiation process.
- Lessons from frustrated customers who were promised more than they got—and what they want to hear from future sales teams.
3. Drawing parallels: selling and contracting as a business process
How to Build Cross-functional alignment
Understanding and Owning Implementation
Case study from Concord’s customers
Key takeaways
Agenda
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5. How do you align product, customer
success, and sales?
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o Ask for a regular (weekly) check-in around product roadmap;
push for accessible language you can share with prospects
o Establish an SLA between product - sales - customer success
o Sell what your product can deliver now, not what you could
build out in the future
6. What are the selling points - and
realities - of implementation?
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o Give a realistic picture of time and cost
o Address the organizational investment and impact
o Encourage customers to create a plan for change management
beyond implementation
7. ✓ Wanted end user to be able to create approval
workflows whenever they needed to, handled
easily by their administrator.
✓ Looking for a system that’s easy to use with
simple implementation.
“Ultimately, your cost to deploy
and time to value were far less.”
“
Lost Deals → Customers: Case Study
8. Remove silos: create an SLA between departments
Create a two-way, educational relationship with the product team
Map out milestones on the implementation timeline; communicate the
importance of each to your new customers
Keep a single source of truth (We recommend Salesforce)
Sell your product as-is; not as-promised
Key takeaways
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