Presented at the Hult International Business School on March 3, 2014, Scott Sambucci describes his "NEXT" plan for customer success. Too frequently as sales professionals, we focus on the end of the sales process: "winning the contract" - "closing the deal" - "finishing the sale." Consumer psychology shows that buyers of our products and services frequently experience negative feelings and emotions around the purchase. By implementing the NEXT, we focus our new customers with positive reinforcement and confidence that they've made the right decision for their companies and themselves. NEXT focuses on enacting specific steps and actions at key moments following the conclusion of the sales process: The first minute... The first hour... The first day... The first week... The first month... The first quarter... The first year... Even better, introducing NEXT to customers during the sales process shows how your company will support and secure successful implementation of your product or service. [This work is copyrighted by SalesQualia and Scott Sambucci. Any reuse or reproduction requires permission.]

1. Introducing the “Next” Plan
Scott Sambucci
Hult International Business School | 3.3.14

6. “Just because you're paranoid
doesn't mean they aren't after you.”
― Joseph Heller, Catch-22

7. The Enterprise Sales Process

8. Selling to the Enterprise

9. A better way…

12. 46 pages of blah, blah, blah…
Source: http://catalogue.pearsoned.co.uk/samplechapter/078972670X.pdf |
http://docs.oracle.com/cd/B34956_01/current/html/docset.html

13. The 7x1 Framework
...the first minute
...the first hour
...the first day
...the first week
...the first month
...the first quarter
...the first year

14. Think like a buyer

15. Buyer’s Remorse

16. Emotional
Wisdom
Concern

17. 7 x 1: Preventing Buyer’s Remorse
...the first minute
...the first hour
...the first day
...the first week
...the first month
...the first quarter
...the first year

18. Choice supportive bias
"Humans are not a rational
animal, but a rationalizing one.”
- Leon Festinger

19. “I’m still getting 2-3x ROI. It’s not the 10x
we expected, but it’s still pretty good…”
“We had to switch suppliers anyway…”

21. Customer Expectations

22. 7x1: Preventing Post-Choice Bias
...the first minute
...the first hour
...the first day
...the first week
...the first month
...the first quarter
...the first year

23. Source: Conference Executive Board, "Blinded by Delight Why Service Fails and How to Fix It"
http://www.executiveboard.com/exbd-resources/pdf/executive-guidance/eg2014-q1-final.pdf

26. So what?

28. @ $10k bookings, +$2k/month
over 5 years
2.5% churn 
$64k per month
5% churn 
$90k per month
Source: http://www.forentrepreneurs.com/why-churn-is-critical-in-saas

29. Source: Conference Executive Board, "Blinded by Delight Why
Service Fails and How to Fix It"
http://www.executiveboard.com/exbd-resources/pdf/executive-guidance/
eg2014-q1-final.pdf

30. 66% of B2B customers
stopped buying after a
bad customer service
interaction
Source: http://www.zendesk.com/resources/customer-service-and-lifetime-customer-value

32. The 7x1 Framework
...the first minute
...the first hour
...the first day
...the first week
...the first month
...the first quarter
...the first year

35. Buy these books

36. I’m here to help.
Call, email, tweet, whatever. If you think I can
help you, just let me know.
Scott Sambucci
(415) 596 0804 | scottsambucci@gmail.com
@scottsambucci
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