Customer Success Summit 2016 Breakout Sessions Presented by: Kristen Hayer, CEO, The Success League

1. To Sell or Not to Sell
A
Debate
Moderated
by
Kristen
Hayer,
CEO,
The
Success
League

2. PresentersLoniSpratt
• Loni is
the
Head
of
Customer
Success
at
Entelo,
a
SaaS recruiting
platform
that
leverages data,
intelligence,
and
productivity
to
help
companies
source
in-­‐demand
talent
faster
and
better. Prior
to
Entelo,
Loni co-­‐founded
IntelliTalent,
an
online
recruitment
sourcing
company
powered
by
both
technology
and
a
team
of
expert
recruitment sourcers.
Boaz
Maor
• Boaz
is
a
"serial
start-­‐up
executive"
who
is
passionate
about
Customer
Success.
Over
the
last
+25
years
he
held
customer-­‐oriented
executive
positions
at
such
companies
as
FreeMarkets,
newScale,
and
Mashery.
Along
his
day-­‐
job,
Boaz
contributed
to
the
recent
book:
"Farm
Don't
Hunt:
The
Definitive
Guide
to
Customer
Success"
by
Guy
Nirpaz.

3. Format
• Why CSMs Should Sell – 5 minutes, Boaz Maor
• Why CSMs Should Not Sell – 5 minutes, Loni Spratt
• Question 1 – 2 ½ minutes each
• Question 2 – 2 ½ minutes each
• Question 3 – 2 ½ minutes each
There will be no questions from the audience, but presenters will be
available after the session.

4. Why CSMs Should Sell – Boaz Maor
Imagine you are your customer…
•Who do you want to buy from?
The person I trust: the one that helps me
•How many people you want to deal with?
As few as possible: hopefully just one
•What level of authority you want the person who serves you to have?
All that is needed to help me

5. Why CSMs Should Not Sell – Loni Spratt
• CSMs purpose remains clear (CS is not account management or sales)
• Trusted Advisor role never compromised
• Product/Industry experts not President’s Club members

6. Question 1
Are there situations you can agree on where a CSM should
always or never take on a selling role?

7. Question 2
If you choose to have your CSM team handle selling functions,
what parts, if any, of their role do you think they will be forced to
give up?

8. Question 3
Should the CSM be compensated on sales to existing clients,
regardless of whether or not they sold the deal?

9. Thank You!
Presenters will be available after this session to answer questions