Time Stamp: 11:00 One of the biggest challenges facing medium and large-sized businesses is the disconnect between sales and marketing. Sellsation alleviates that problem by helping clients visualize the processes that both departments are doing so that they can find points of collaboration and communication.
These days, one of the most significant elements in the SaaS world is customer relationship management (CRM) software. However, while so many companies try to develop new tricks and methods for startups to retain customers, there is a bit of a disconnect between the developers and the customers.
In this episode of the SaaS CX Show, I’m talking with Thomas Kattnigg, CEO of Sellsation. Thomas and his team have created a highly capable CRM program that delivers results and has very little churn. In fact, according to Thomas, Sellsation has a 95-percent customer retention rate, which is almost unheard of within the industry. I picked his brain about why his company has been so successful, and here are some highlights.
Helping Customers Find Their Alignment
Typically, the challenge that CRM software faces is that businesses don’t have a clear expectation of their goals. They know that they need some way to build relationships with customers, but they don’t have a specific objective in mind. Unfortunately, without that guiding principle, no CRM program will deliver – after all, how can it?
So, when Thomas and his team work with clients on Sellsation, they first discuss what the company is trying to achieve and how they plan to get there. Without that clear understanding of alignment, it’s impossible to utilize the software to reach the destination. Ultimately, even though Sellsation is a software company and not a service company, they provide some level of consultation to ensure that clients know what they want and what they need.
Bridging the Gap Between Sales and Marketing
Another challenge that many businesses face, both large and small, is the disconnect between sales and marketing. All too often, these two departments aren’t talking to each other or coordinating, which can lead to problems down the line. The sales team over promises on a product, or the marketing team is promoting something that’s hard to sell. Whatever the case may be, it can become a significant issue.
Sellsation bridges the gap between these departments by helping the business owners visualize the processes that both sides use and how they can merge. By seeing the similarities between sales and marketing and how one can feed into the other, it’s much easier to get them to coordinate. Overall, having a cohesive business model is the key to success.
Tying Sales to the Customer Experience, Not Just Revenue
Finally, many software companies (and businesses in general) take a narrow approach to motivating the sales team. Typically, it’s the commission that drives a salesperson to improve their efforts, but Sellsation takes a slightly different approach.
Because customer retention is such a vital KPI for the company, Thomas tells the sales team that their pay is also tied to the level of support that a customer requests after the fact. Ideally, new clients won’t have to open any new tickets because the sales and onboarding process was so thorough. If a customer is unhappy, the sales team needs to adjust its messaging and delivery.
We talk a lot more about CRM and how Sellsation is navigating and disrupting the industry, so be sure to check out the episode here. You can also find out more about Thomas and his product at www.sellsation.com.
Sellsation CRM Raffle
Sellsation has agreed to give away 1 free annual contract with 5 user licenses and an 8-hour onboarding & training package with a total value of $9400.
To participate, here’s what you do:
- Follow the Sellsation LinkedIn page
- Write a LinkedIn post stating: “Just submitted to the @sellsation CRM giveaway” and hashtag #sellsation and #thesaascxshow
That’s it and you’re in!
Sellsation will contact the winners directly.