Customer Success Leader
Customer Success Leader

Episode · 1 year ago

Start Involving Customer Success in Sales w/ Josh Fedie

ABOUT THIS EPISODE

Have you ever been to a party with a friend who doesn’t introduce you to anyone? So you just stand there awkwardly and count the seconds before you can leave. 

 

It’s a less than desirable experience, right? Why do we make customers go through it then?

 

Josh Fedie, the founder of SalesReach.io, joins Eric to help resolve the awkwardness that is traditional sales handoffs. Plus, the two talk about… 

 

- How to mitigate buyer’s remorse for new customers

 

- Why sales should be involved after the initial sale

 

- What B2B customer success can learn from B2C

 

Check out Josh’s show, The Buyer Enablement Podcast.

 

For more info, check out customersuccessleader.com or send a message to hello@flatfile.io.

 

To hear more interviews like this one, subscribe to Customer Success Leader on Apple Podcasts, Spotify, or wherever you listen to podcasts.

What I can promise you is that it growsto be a big amount of virus for mors very quickly if we don't deliver on ourpromises immediately and give them less reasons to question whether or not theymade the right decision want to create delightful customerexperiences. Youare in the right place. Welcome to customer successleader,where you'll learn about the successes and struggles of leaders who arepassionate about their craft. Trust me. You want to stick around here's yourhost, Eric Crane, hey all's, Eric Crane, cofounder and Cohere at flat file, and today I'm joined by Josh Feed on the customer successleader, podcast Josh joins us from sales or each shot, io, Hey Josh, howyou doing I'm great? How are you okay, complaine too much? We got a littlecold spell here in Atlanta a couple days ago. I think it was but seventydegrees in September. Oh that', you, Oh, I feel just absolutely horrible for youwe're in Minnesota. We had freezing ranguss the other day I had to standoutside in a socially distanced events in the rain for two hours to give apresentation on social selling. How Fun is that, so I feel absolutely horriblefor you at seventy. Are you kidding me anyway? Well, I will say that I dos the onepart of the Midwest that I don't miss very much. I used to live madisineWisconsin and thoroughly winter. You know getting snow and like Septemberand October, just not for me not tha a southerner yeah. No, it's not foreverybody. I've always told people. You have to find ways to embrace theseasonal changes right. So for me, in the summertime I like to go to carshows I like to drive my fun cars and I like to bride roadbikes in the wintertime, I've taken on Crosscountry, skiing and fat biking in the snow rightand then that way when the seasons come, I'm actually a little bit excited aboutit, because there's something new that I wasn't able to do for the previoussix months, but it doesn't make it okay, it doesn't make it acceptable to livein a place that gets to be thirty below at times, but that's what we're doingweve it well. So I understand from our...

...previous conversation. You've got somepretty interesting things going on at sales. Reah Show I love for you toexplain to our listeners a little bit more about what you do there and howyou stumbled into this area of working with customer success. So much Y, ahright, yeah, no, and we definitely did stumble into it. So my background, I'vebeen in sales and marketing rolls my entire career, so for the last twentyyears give Er take. The bulk of my career has been in business developmentroles and primarily working for creative services, companies or digitalfirms, but near the tail, an of my career working for other people. Thelast six years specifically, I was working in digital products,development and that's where I really discovered my true passion, which iscreating things I loved working with customers that had ideas for things andcreating those things, and one day I just had the lightball moment for anidea that I wanted to create, and I realized that I actually had what Ineeded at my disposal to get that createve, because I had this group ofpeople that Ihad worked with in my previous lives that were experts inbuilding these types of things and why not just take a chance so where salesreach actually came from was fifteen years ago I owened my own marketingagency and I absolutely hated my business development process, and so Istarted building custom landing pages for my customers to review theinformation that they needed to review during the deal cycle, because what Iwas noticing is that sending a whole bunch of emails with attachments wasn'treally working well for me, and it doesn't honestly work well for anybodyright, because, when you email a whole bunch of attachments to people, allthey do is lose them and your hope is that they're going to present it totheir team, what you're trying to do is build internal advocates, but when youmake the deal challenge Gan for them, what you make their job challengand,they have to download all this stuff reopload. It somewhere else figure outhow to share it. Things get lost things, get forgotten things get not shared forunknown reasons. It's not a great sales process, so I originally built this,for myself is just my own tool. Fifteen...

...years ago I started working for a hubspot agency and that's when I learned a lot more about what was happeningwithin Bauton Marketing, and that's when I realized that the product I hadbuilt fifteen years ago was a huge gap in the marketplace right now that inbond marketing the way modern buyers I today we weren't responding to the waythey wanted to buy and a be to B space appropriately. We were giving them theinformation they were seeking in a digital space, but the digitalinteractions pretty much stopped once they finally raised their hand and saidI want to talk to a sales rap and I just found that to be a little bitridiculous, and so it was at that point that we decided to build sales reachand, like you said, we stumbled into customer success. I thought I'm a salesguy, and this is the tool I need to make selling easier and to make buyingEASIEU for my customers, but the reality is as Youe found with yourcompany as well. There's a lot of other customer facing teams with a lot ofimportant information that needs to go out some prospects, andorg customersand a lot of information coming from cotomers. Someone needs to organizethat and shouldn't you be the one organizing that so we started the getembraced by cusomer success teams on boarding and training teams, projectmanagement teams just as a way to make a seamless way to interact with theirnow customers and give them essential soure for all the things they need. Sothat's how we kind of stumbled into customer success. It's really cool. Ilove how the market has guided your career and your business right you'resolving a problem that is known, but you maybe didn't necessarily know thatthat was a problem being faced by others right. Yes, O at leas me toanother question which is given that you don't have that necessarilytraditional customer success background not that there's any traditionalcustomer success background. How do you define customer success yeah, so Iactually went to a little college. You magt know of called Harvard, and I tooktheir courses on customer success. Specific I'm kidding, I'm totallyKiddin no you're right, I mean there's...

...how Du do you define it, and so manybusinesses define it differently, but for me, customer successic has becomeso critically important to my own business number one. Now that I own asaffaced company. I'm learning that if you don't service those people thatjust came on as customers that just gave you their money, if you don't putevery ounce of your effort into those people, you experience more churn thanyou want to experience as a SAF paced company, the better experience you givethem and the more white glove service you give them the longer they stickaround. But what's really important to me, the thing that I focus on above alland the thing that ties my background in sales and marketing to my now focusin customer success is I'm always focus on the experience that I'm creatingwhen somebody is working with me at whatever stage in their journey they'rein whether it's preor post sales? What is the experience of buying for mycompany and working with my company, because what I have learned firsthandis that if you create a powerful experience, something that's memorable,something that's lasting, something that makes them feel like they made theright choice. They become your advocates not only within theirbusiness that they work at, but to the people in their network that they knowand for our business. Specifically, that is our primary mode of businessdevelopment. We get a lot of inquiries from current customers network that aresaying hey. We saw that they're using this or hey they reached out to us andsaid they absolutely love this this tool and we want to check it out now aswell. That doesn't happen unless you create a great experience for thosepeople and that point where it goes from sales to customer success or toonborning a train wherever it goes after sales. That is the most criticalpoint in any business because, as you know, every time you've made a purchasein your life, we all have buyers,...

...remorse, the second. We lay that moneydown, we all do and it's either a big amount of bires remorse or it's a tinyamount. But what I can promise you is that it grows to be a big amount ofBirus for mors very quickly if we don't deliver on our promises immediately andgive them less reasons to question whether or not they made the rightdecision. Yeah and I'd love to dig into that a little bit more because Iabsolutely agree with you right. We live in a subscription base world incess. So it's not like. You sell a customer once you're having to sellthem constantly right. You have to constantly be proving out the value ofwhat you're, providing so tell me a little bit more about that transitionfrom a precustomer relationship to a post customer relationship and how youoptimize for longterm value for your customers yeah. I so I follow amethodology that I recently discussed. I have my own podcast as well calledthe Birn ablemant podcast. We actually just kicked that one off our firstguest was a man named Tod hockenberry, and if you aren't familiar with TodHawkinbury, you absolutely should be he's a genius, but I follow the exactsame methdology. He does- and I always have in my career, and that is that thecustomer facing teams that were involved in securing a deal and growingthat deal should not disappear, and what I mean by that is. I've worked ata lot of organizations where sales lands the deal and now it's beinghanded off to another department, and it's like okay sales go go, sellsomething else. We don't need you anymore, Bu hold on a minute. Why don'tyou need me anymore, because, let's be honest here, who has the trust rightnow? Who was the person that brought this steal in based on trust based onreasonable and understanding and mutual understanding of what was going tohappen next and don't you think that that new customer wants to have salesinvolved in this discussion to be their...

...advocate? They want to feel like theyhave an advocate internally, and they also want to know that if somethingisn't going, the way that they were promised, it was going to go that thatperson that made those promises is going to be readily available to themto point out hold on a minute now. Josh, you told me this is how this was goingto go, and this is how it's going now. So, let's reconcile this right away,and so the methodology that I've always tried to have in my life, in the onlytimes where it hasn't, is when I'm working for someone else that doesn'tagree with this is to keep those teams involved in to not so much have ahandoff process, but to have introductions the introductions toadditional teams that are now coming into the equation and making sure thateverybody's aligned on who they are what they do when you would need themwhat you should be asking them for, but always being available, because youknow customer success is absolutely responsible for a lot of revenue ind anorganization they absolutely are. But I have seen time and time again that thatrevenue can grow exponentially if the customer success team in the sales teamare saying in contact and are working, that customer together ensuring thatthat customer is getting what they signed on for an is happy and makingsure that the right person is checking in with them at the right time andbringing them additional information that will help move the needle towardsmore revenue. That's how I approach it. Yeah you BME to my next question to Iwant to ask a little bit more about how customer success folks can actuallyenable that constant expansion or growth opportunities, but in accounts,but since you've already talked about that at a high level. I want to getdown to specifics, like how do you coach customer success, raps to be goodpartners for a sales process without damaging trust that they establish as anon salesperson within the business yeah? That is a it's a great questionand again it's going to be different at every organization, but I think thatthe one thing that isn't different, at...

...least in my mind, is salesprofessionals. Job should really be to set their additional teammates up forsuccess right, so they should be explaining the story early on in thediscussions that, if you choose to move forward with this, the people and theteams that I'm going to be introducing you to our Tese and singing theirpraises. The reason I'm going to be introducing you to sell, and so incustomer success is because she's absolutely incredible at this specificthing, which I know is something that you're looking for, and I want to makesure to align you with the right person for that beyond that person and thatdivision you're going to be introduced to this person on this team and thisperson man. What you're going to love about this person is this right reallyset your team up for success as a salesperson like sell those abilitiesthat your team has get them in there, because then, when those additionalteams come in, they know why they're coming in they know who they are. Theyknow the value that they're bringing to it and as long as you'r chewing yourteam into the things that you've said, the conversations you've had startinvolving them. Earlier than later. You it's okay, to involve them before thedeal is closed, as a matter of factyor should be, I mean in most businessesinvolving those additional layers earlier than then later i's just goingto help amplify that deal helps spee it up for you right, because they're goingto have even more trust that when this moves forward, not only do I like Joshwho sold this in, but I like the next person that Josh is going to introduceme to as well, and I, like the person, that's going to come into the picturelater too. I trust that this entire team- it's not just you as the salesprofessional selling it in it's, not just you, as the customer successperson trying to find additional dollars after you've brought it in it'sinvolving the team. The group working together is really where you're goingto find that mix, but I think beyond that, to just kind of bround out yourquestion. Sales people and customer success, people and Marketing People.We think differently. We write differently. We talk differently right,we're different. That's why we're in different roles. We have skill setsthat are very applicable in those...

...different Wules, and one thing that Italk to a lot of people about a lot. Is You know when you're in sales, the kindof emails that you send are much different than when you're in marketingthe kind of emails you send there and there are a lot different than theemails that you send when you're in customer success. Customer Success inproject management teams are very detailed. Sales people aren't alwayssuper detailed right. It kind of depends on the business that they'regoing after, but we're kind of in the business is short and sweetend fast.That's what sales people do right and so helping your customer success teamsand your other customer facing teams understand what is customer isexpecting from you from a communication. Standpoint is also really reallyimportant and helping those teams understand when a sale needs to be madewhen an upgrade to this account needs to bemade or when we need to move thisto another level. Here's how this costomer responds well to that. Don'tthink, like a marketer here, don't think like a project managementprofessional here, let's really think like a salesperson ere, let's writelike a salesperson here and that's sometimes really hard for other teams,customer facing teams to understand we're doing an experiment right now atsales reach, where my marketin manager jared is effectively working as aparttime sales professional in our sales team. Why are we doing that? Well,other than just to kind of, like you know, beat them up a little bit,because why not it's kind of fun, but no. We want our marketing team tounderstand exactly what sales is going through in the field. We want ourmarketing team to hear firsthand what customers are saying on those democalls,because I think that what we're going to find and what we're already findingis that it informs our strategy from a content perspective. Additionally, it'sinforming our customer success teams as to where the most amount of training isgoing to be required, postsale, where the bulk of the questions are going tobe postsale. What kind of Fnuture iterations of our software are going tobe important to communicate to those customers after we bring them intoupgrade their accounts, and things of that nature bring an additional ravenue.So it's all so important and where does...

...it go wrong? I don't know where do you stir withthat one? I mean it could go rog in so many different ways right, but I mean Ithink, the number one place where deals go wrong is when there isn'tappropriate communication internally for the company when they do considerit more of a handoff UN less of an introduction and when the when theappropriate information is not handed off appropriately and and it's a truehandoff wher, it's like okay, I'm out of here now. Well, that's when customersuccess comes into the foldand goes all right. Let me ask you fifty questionsthat sales already asked you and I'm going to waste the next two hours ofyour life. Asking you things that you already answered, and he didn't he orshe did not give me that informaation. So I have to ask you this again thatmoment right there, that's like red alert for any new customer. It's comeon. We just spent all this time together, figuring out that we weregoing to move forward an that this was a good fit. How did none of thisinformation make its way to you? This doesn't make any sense right, don't putcustomers through that, that's where it starts going wrong yeah. I hear thatpretty consistently, which is it's really normally, not the customersfault. When you have an issue like that, I mean if the sales team, which istrained on understanding and identifying what the value is forperspective, customers is there's definitely value to be found here andat customer ends up turning a few months later, O a couple years later,it's usually a miscommunication internally, the value is still there.It's more about hey, we're, not saying that your team actually cares as muchabout the value that we want to achieve. So how do you kind of turn that into asuscinct transition of information in terms of goals that the customer wantsto accomplish like? How do you make sure that that knowledge getstransfered in a way that a salesperson and a customer success person couldboth equally understand yeah and before I answer that what I would actuallytake a step back and say, because one of the things you said made me think ofit as well? Is We need to hold our...

...client facing teams accountable forgathering the right information to qualify that this is actually a goodcustomer fit right? And this is something that I talked to a lot ofsales professionals about bringing on customers that are not a good fit isgoing to damage you in multiple ways. Number One! It's going to it's going todamage your personal brand you're not going to be the person that gets warmleads from your network anymore, when you're selling deals that aren't a goodfit, because if they're not a good fit they're not going to bring the resultsthat they expected number one number two: if they're not a good fit andyou're, not gathering the information that you need, then you don't have anyinformation to bring your custom, your other Cosimer, facing teams up to speedand set them up for success. And now, if you get to that level, now you'vewasted time and effort and resources and multiple divisions in yourorganization to do nothing but lose a customer. And we all know there isn't abusiness out there that isn't front loaded right. All of US lose a lot ofmoney in those first couple months, because we don't actually make money ona customer until the six month point of them staying in right. That's when westart seeing the return on the investment I'm bringing that customerin. So we got to be really really really careful about how we're bringingthose custumers in, but my main focus every single day is very similar toyour focus at your company. We talked about this at the beginning of the callmy product and your product solved for almost the exact same thing, but inreverse, which is really funny to me. It's awesome to like get connected withyou, because we're focused on immediately after you land the deal weneed to organize this like. We need to make sure that everyone has a centralsource of truth moving forward, and that is how our product became acustomer success. Software on its own was because that is a challenge thatcustomer facing teams have every single day. Now that we have this customerthere's not just information that needs...

...to be distributed in the sales process.There is information, that's being distributed, postsale in a myriad ofdepartments, and if we stop organizing that at any point, then it becomesfrustrating for our customers. Now. The challenge that our customers werefacing was their sales teams, using our software, we're becoming more organizedin their prospects minds than they ever had, then, because they stopped sendingpdops and loose attachments in emails and dropping off brocheres printedgrocheres. Can you believe that they stopped doing all of that stuff andthey started organizing it in this portal and then what happenedimmediately after that was their customers that now came on were saying:WELL WAIT! Well now, why aren't we continueneed to do this and that'sliterally how our products started to being used by customer facing teams incustomer success and on boarding and training? Was Our customers, customerssaying well wait a minute. We love that product Ou used in the sales sycle. Whyaren't you using it here anymore right? If you listen to your customers,they'll tell you exactly what they need to be happy working with you andhonestly, who doesn't want a little bit more organization in their life. Whyshould we have to dig through endless amounts of emails and attachments andall kinds of different sources? Think of all the tools we use every day. Ihave customers that I communicate with on text slack email linked in I meanthere's communications going on in so many different places, it's so crazy.We need to be better about organizing everything, because otherwise this iswhere you slow down deals. This is where miscommunication happens. This iswhere other team members that need to see things can't see things. Everyoneneeds visibility on both sides and if we don't have that visibility on bothsides, then we're going to have issues as a build there. I can't empathizewith that. More right, like the technology, should be working for us,not against us, and every time you notice a place where this is somethingthat tech could do right, like l'slets find a way to solve that problem withwith the machines right, have the human focus on the things that humans arebest, that building relationships,...

...building in tuition, providing guidance,personal connections- and that's the? U, like you said, that's what we focus onas a business too is like e. can we kept humans? Do things that humanshould be doing and thechines do things that machine should be doing? Well?Let's hope it stays that way. I recently read an Article Gartnergardered Oes, some incredible studies. Gartner has done some great studies onwhat's called Byer enablement and that's that's what we that's kind ofthe heading that we put our software under his Byour, enbablements, okay andso they'eey've done a lot of great articles about that. That I'd be happyto send to you after we're done here, if you're and soon looking into thoseas well. But beyond that, I came across something new, a new term just theother day via Gartner called guided selling, and this scared me a littlebit because in a way what our software is doing is helping to guide customersthrough their buying process right, it's helping sales people to help guidetheir customers to the right conclusions, but what Gartner wasfocusing on right now are sales tools that are doing this through Ai. Thisscares me to death man, I'm not a huge fan of ai right now. I honestly haven'tseen a lot of ai that I believe, is truly Ai. For being honest, most of it,if you pull back the curtain, it's like. Oh cool, there's a bunch of peoplepushing a bunch of buttons and that's what's actually happening great, butwhat you said there is so important to me. People buy from people and peoplewill always buy from people, especially the people that they like and trust,and I don't think that robots will ever be able to replace that. I do thinkthat we need to infuse smart technology into our sales efforts to help guidethe buyer through where they're going. But you know some of the technologiesthat they were focusing on an this article are literally a handsoffapproach for sales. People like it's just going to magically give peoplethis based on some predetermined equation, to give them this, and I'mlike I'm terrified that people are even...

...thinking. This could happen rightbecause you know, is it cool yeah, it's cool but like? Why would we take thehuman out when we know that the human is the differentiator and any deal? Weknow that the human is the differentiator. Any experience createdfor a customer. We've all tried to call into customer support line and had tolisten to a robot talk to us for far longer than we want to. Are we friendlyto the human that finally gets on the phone when they do absolutely not? Weall have bots on our website that start to answer. Questions for people. Haveyou seen some of the nasty things that people put into bots and the best partabout those bots is when I intervene when I come into the BOT. When I comeinto the conversation, they just assume, I'm not a person because they werealready talking to a Bot and they say horrible things to me and I have to sayno O, no, I'm the so this company, I'm just jumping in here to to give you anactual human hear. This is I'm not a robot. Please don't don't use thosewords with me right here right, but we just get programmed to like we're,always thinking that these robots are out to get us right now and I don't seehappy customers dealing with Ai Situations. I really don't, but I seepeople turning around and getting really happy once they know they'reactually talking to a person. So it's it there's a big delta. That's goingnthave to be crosse before I feel like Ai Bots are GOINGNA. You know take overthe humaneyes aspect of sales and I have to get a new career, but that'sthat's kind of where it's it's they're saying it's heading anyway, but I thinkthe the whole point of a guided process, you're tolbing for that as well. I'msolving for that as well. A lot of companies are starting to figure thisout. We do need to be guiding our customers through the process andreassuring them that they have what they need and that they made the rightdecision and that we're making good on all of our promises- and you know notto be a total cliche, but in a btob space, giving them the same sort ofexperience that they get in a BDC space, such Ason Amazon, who has completelyfigured it all out as far as it cols, with an experience right and tellingthem. You might also be interested in...

...this- I M mean they have the wholebusiness development and customer success mechanism built right intoAmazon last week. You were here you bought this by didn't she get this.Ninety percent of our customers also got this well. If our customer successteams can start getting that insel and acting that way in a btob space, we'regoing to win yeah totally, it's also a difference between the type of buyingcycle that you might see to right if you're dealing with a transactionalbase, sale first of all, you're, probably not listening to this podcast,because you're, probably not in customer success, because you generallysee customer success involved in a business where there is a relationshipbase, sale and especially with the level of information that buyers haveaccess to today. Absolutely the relationship is often times adifferentiator there and that's something that's very difficult toreplicate. Absolutely so I dener get enup on time here I like to ask aquestion about advice, but I'm making little bit different for you, which is.I want to know what your advice is for customer success. Folks, who want toinfluence the way that the sales process is a run all right, so you know my advice forthat. One honestly would be don't be afraid to stand up for yourself. Ithink I see a lot of customer success teams that are sometimes afraid to pushback on sales, and I understand it because a lot of people get into salesbecause when we turn it on, we are we're hard to say no to when we turn iton. We come across very aggressively and that's just a characteristic of alot of sales people we like to win. We don't like to lose and were we areaggressive people, but don't be afraid to stand up, because at the end of theday, this is going to be your mess to clean up. If it's not going the rightway and so fight to be involved in the process. Earlier fight to know thatwhen this becomes your primary focus, that you're going to be equipped withwhat you need to be successful in your...

...role so that you don't feel like you'rebeing forced to perform when you don't have what you need to perform, don't beafraid to speak up. At the end of the day, sales will say any salesprofessional should be- and I would hope would be very receptive to that,because most sales professionals there's a clawback in their contractwith their employer that if a deal goes south in a certain amount of time,we're taken back your commissions and there is nothing that sals people hatemore than losing commissions. So if you tell them, I'm going to be able tobetter service your customers. If you give me Xyz- and if you involve me atthis point- and if you support me postsale on these initiatives, theywill be all years because you're literally affecting the money theybring home if you don't perform and if you're not performing and it's outsideof your control, because you're not getting what you need get what you need.Yeah and I mean also there's the longer run ofview of this too right, which isthat in any subscription based business at a certain point, your net newrevenue from expansion and upsell is goingto far exceed if your revenue fromnet new sales right Yoyou're going to be working. Your existing customer basemore than new market, and I think customer success needs to be preparedfor that responsibility to the organization, and that is by gettinginvolved in the sales process as early as possible and understanding whycustomers, even by well, I mean I'm sure, you've seen the news. I'm surethat listeners to your podcast have seen this all over the news. How manymore customer facing teams are being held to the fire for revenueexpectations? I'm not sure where this came from because it seems to coincidewith Covid, which is kind of strange to me. I can't I can't like I can't pinthis on anything, but it seems, like...

...all F, a sudden other customer facingteams are being held accountable for revenue, including marketing and you're,seeing both sides of the fence where there's marketing professionals andcustomer success teams that are saying yes, we want to be held Acconabo forrevenue you're, seeing the other side, two were they're going. No, THAT'S NOTFAIR! You know, we've been putting together. These great leaves it's notour problem, that sales can't close it or that customer success has a insanesuren rate right, but I think that it is the right way to go. It falls inline with my belief that there shouldn't be a handoff. There should beintroductions and if there's more introductions and less handoffs thanthose teams are aligned on ensuring that that revenue is growing and thatthose customers stay again, I don't know where it came from, but it's kindof a fascinating thing to watch happen right now. Well, it's interesting. ITalke to other folks on this podcast as well, who would say well reallycustomer success. Is US just like putting a face to really what we'retrying to do as a business regardless right, so when you're in sales you're,really in customer success when you're in marketing your in customer successand when you're in product here and customer success, because it's all aline around creating value for the customer? If you don't you don't havebusiness yeah? Well, don't forget, I'm a sales professional, so I would say,if you're in marketing your in sales, if you're in customer success, Youre insales, you're, not NOI'm, kidding. That's what I would say, though,because I think I do think everybody's responsible for revenue right, and Ithink that you need to have a little piece in your head all the time ifyou're, not specifically in the sales department. That's your littlesalespiece right there that you can turn on when you need to, and you canunderstand how to think and speak like a sales professional right, because youneed to know how to close. Everyone needs to know how to close. I wasspeaking with someone just the other day that I made a comment, so he hadasked me: Do sales people are they always on? Are they always on, and Isaid no absolutely not most sales professionals, most good salesprofessionals are introverts Bot sales, people professionals, the salesprofessionals know how to like turn it on. My marketing manager calls it. TheJos show right whenever I get on these...

...sorts of things. He sees me flip thatmental switch and it turns into the JAS show- and this is this- is what comesout and- and that is what it is. But I wastelling him I said, look look at the last time that you had a family gettogether for the holidays and you had to invite the inlaws over. Were youexcited the entire day before the inlaws get there? Or did you hear thedoor bell ring and you take a moment. You pause and you turn on that switchand you go into happy mode right to turn into the entertainer. That's whatsales people do every day then he let me know that it's been a long timesince he had to go to a holiday and see mlaws, because he's single- and Iinformed him that if he was better at sales, we can probably solve thatproblem right there right. So sales is an important important ingredient in somany aspects of life, not just business but personally as well totally agree.Well. Thank you. So much for time today, again y'll that was josh feedy fromsales reach, SOT IO. I highly recommend you check out what they've got,especially for the customer success leaders out there who are looking toestablish strong, ongoing connections with your customers by making all theinformation they need readily available. I may recrane from flatfile signing offon this episode of customer as EST later you depend on the fastest time tovalue for your customers. So why let data onboard and Sel you down? Stopemailing spreadsheets, creating CSB templates for setting up TT transfers,create collaborative secure workspaces with your customers and their datasaving you time, while providing a memorable, onboarding experience. Ohand there's no code required, you can go to flat file, dot, Io Lash CS leaderto learn more and get started for free. Thank you so much for joining us forthis episode. Customer Success leader is brought to you by flat file ifyou're a fan of the show and want to help us share these conversations withothers. Leave us a rating on Apple Podcast, just TAPD, a number of stars.You think the show deserves. That's it for today catch you in the next one.

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