Atollon Customer Success

Acquisition | Implementation | User Onboarding & Support | Growth

The Growth

Visualized approach to growing successful Atollon customer base.

Growth Milestones

Process step / Role	Marketing	Sales development representative	Junior PM / Consultant	Senior Consultant
Lead Management	E-mail campaigns Contacts research and DB admin	Calling Contacts updating Goal: Opportunity for sales pitch
Sales pitch		Sales pitch execution Goal: Discovery call
Discovery call		Plan discovery for senior consultant		Discovery call + Send report to client Goal: Identify opportunity
Demo production (next day)		Check demo is created and delivered on time	Prepare & send demo	Advisory & tutoring Setting-up user goals - Activities per role - Reports per role
Demo onboarding		Check engagement of demo users Arrange demo workshop	Help users reach customer goals Measure success
Demo workshop		Execute demo workshop Goal: Proposal and project schedule		Support for demo workshop
Proposal and project schedule		Prepare proposal and project schedule		Revise project schedule Goal: Set MDs for iterations
Contract + 1st invoice		Send draft SaaS contract + attachments + invoice for 1st iteration
Implementation		Set deadlines expectations Check implementation progress		Send questionaires Consult questionaires (meeting) Setup system Integrate ERP Goal: Request client for feedback
Pilot project			User onboarding Customer goals reached	Initial training w. client
Project evaluation		Check customer satisfaction Goal: Ask for referral or success story
Success story	Send success story questionnaire Revise success story with client Goal: Publish	Consult success story		Consult success story
Customer success and business growth	Inspire new users Engage users utilising system properly	Regular: Discuss further growth plans Ask for recommendations Goal: Upsell		Prepare user engagement content
Target	# signals / week	# discovery calls / week	# customer goals reached in pre-sales and after-sales	# of deals closed
Company wide target #1		MRR Growth
Company wide target #2		Success story crafted
Core skills	Creativity Innovation Persistence	Communication Persistence Visionary, trustful, friendly	Technically advanced Analytical skills Communication	Communication Business wise / strong industry knowledge Leader
Seniority	Medior	Medior	Junior	Senior
Bonuses	$ saas fees bonus	# of discovery calls $ deal closed	$ saas fees bonus	$ saas fees bonus $ deal closed

Sales Pitch

See the iA Presenter file.

Discovery call

You are trying to properly understand challenges and current situation of the customer. In this phase you are building trust with your client. You ask good questions are show your expertise in the CRM/PM/Groupware/ERP/etc. fields.

Do not show / present any solution until proper analysis is completed. Be patient and don't mention the solution yet. The more you show during discovery call, the lower the chance you get the business.

The goal of the discovery call is to build trust and get more information about client's situation. We do not presume whether our solution will / will not be a good fit. Only after the initial analysis is completed, we may decide whether there is / or is not a deal / opportunity.

“You have 15 - 30 minutes. I don’t have any assuptions on whether our solution is good fit for you. Let’s find out what is your situation and your needs”

The goal of initial needs analysis is to decide whether it's worth investing 2 (or more) hours into custom demo configuration.

Discovery call to dos

- Before Discovery call (initial analysis), send agenda (points to be discussed)
- During Discovery call, arrange date/time of demo presentation
- After Discovery call, send completed Initial consulting report, with the request to verify
- Second day after Discovery call, send access to demo

Demo

Visual representation of the solution is critically important. Link the solution to client's emotions. Show the how their life will improve with the solution.

Nobody care about what the product does - they only care about what problems you can solve for them.

Validate during the demo: Here’s my understanding of your business. Am I right or am I missing something?

Objections: Any uncomfortable question? Tell me why it's important to you?

During presentation of custom-built demo try to focus only on solving problem that we discovered as the most urgent in initial needs analysis. The more problems you open during the presentation, the higher the chance no decision will be made by client. Client may understand they need the solution, but the more problems we open the harder for client it will be to imagine that the change is doable. Do not increase the perceived risk of change.

The goal of the demo is to sell the first iteration of consulting time.

Demo to dos

- After demo, start onboarding process with individual users (automated or manual)

Sell the first iteration

Ask for sales

“We’ve shown you how we can solve your problems XYZ. Is there any reason why we can’t start now?”

You have to become their advisor from the beginning, they rather would not look at competitors.

Never talk bad about competitors.

Your champion (key buying person) has to be armed with enough information about positioning against competitors. You are your champion's advisor in this decision-making process.

Sell outcomes.

Crystal clear about value.

Be expert & trusted advisor.

Know your field 100% to support your client’s trust in you.

Implementation

Implementation (agile)

Custom system implementation in agile-way. Each project iteration's goal is set-up one (or more) particular business processes:

Core setup
Lead management
Sales / deals
Project management & delivery
Service & support
Billing

The goal of each iteration is to sell another iteration.

Core Setup

First iteration