teej

Account Exec

Average touch points sales vs CS?

we're looking at reducing churn at my current co and it looks like sales engages prospects with a lot more touches (like 5-10x) than onboarding and CS. sales cycles are 120 days and then a customer signs up annually.

I expect sales to have at least as many if not more touches, because we have a lot to cover as prospects look to buy. however this gap feels enormous, and to me more engagement touches feels like a clear way to improve retention simply by being more active with our customers after they sign.

Anyone else have thoughts otherwise on this, or data to suggest this is actually not atypical? debating taking this to leadership but curious to get a sense from the community first

🧠 Advice

🤠 Culture

☁️ Software Tech

11 comments

Sort by:

Diablo

Politicker

Sr. AE

CSM touch points for renewal or keep building the relationship stronger?

Kosta_Konfucius

Politicker

Sales Rep

5-10x adds up, its a lot more difficult to get a new client than having a client renew

CuriousFox

WR Officer

🦊

But damn it's a thrill when the hunt works out 😎

Maximas

Tycoon

Senior Sales Executive

True.

teej

Account Exec

All touch points post signature, both onboarding, CS relationship and renewal touchpoints.

teej

Account Exec

For sake of example, say it takes 80 total touches (emails and calls) to close a client. I’ll then see 10 touches from onboarding / CS.

To me that says “we’re not engaging them enough, we work so hard to close them then let them do their own thing” and we don’t offer a self serve tool. Just wondering if I’m off base or if this is normal in other orgs

Sunbunny31

Politicker

Sr Sales Executive 🐰

We have constant touchpoints during onboarding, and then set consistent touchpoints thereafter - mutually agreed upon.

I can't imagine leaving a customer to their own devices right after signing.

Diablo

Politicker

Sr. AE

Post onboarding, our CSM reaches out depending upon the tier (ARR). They try to reach out a couple of time each quarter to ask if the clients need any assistance, scope of expansion, or share more about what we have in the pipeline wrt product implementation etc.

Don’t you have a support team where clients connect if they have any questions? What’s the next step from there?

TennisandSales

Politicker

Head Of Sales

ok so before you start increasing the number of touch points you need to align on what the goals of CS are.

when ive worked with CS, we tried to establish what good metrics are. what do we want to make sure they are doing in the platform first, and by when?

then communicate this to the client and then engage with them to make sure those steps are hit.

if CS is just setting meetings for no reason then that is ZERO help

FinanceEngineer

Politicker

Sr Director, sales and partnerships

I have found that CS only really gets involved post integration “go live” when there is a problem. The best way to keep things going, is to set up a weekly 15-30 minute touch point or “office hours” with each customer to ensure that they have everything that they need. It really triages issues so they don’t blow up.

activity

Politicker

VP, Business Development

We have a mutual call to action where we are scheduling touch points throughout the year.

Bravado is a community of trusted sales professionals endorsed by their customers.

Products

The War Room Jobs Salary Guide Tech Sales U

Company

About Us How It Works Blog Bug Bounty

Contact

Press Careers

If you are hired as a contract sales rep by a Bravado customer, we may ask you to prove access to the employee email account provided to you by that customer. This data will be shared with customers to track your sales productivity; customers can use this data to confirm you meet the minimum activity requirements to pay out your ramp stipend and commission.

teej

Average touch points sales vs CS?

11 comments

Related posts

Sales Managers often assist AEs in closing sales (sitting in on demos, providing support in pricing calls etc). What can SDR Managers do to provide similar support?

Sales hackers, do you think this tool can increase revenue and shorten a sales cycle?

With sales cadence, how many touch points are you making with the prospect to establish some sort of a connection!?👥