There is a science behind creating key moments that matter in your pipeline to double your revenue. So many companies today focus on generating new customers and they miss the key to the exponential revenue potential that comes from your existing customer base. After this session you will walk away with the Customer Success playbook team to reduce churn, maximize upsell and cross-sells, and drive customer referrals.

2. PRODUCTIVITY
W I N N I N G B Y D E S I G N J U L I E P E R S O F S K Y
C U S T O M E R F A C I N G & P E R F O R M A N C E D R I V E N R O L E S

3. The success of startups
depends on the ability to make
their millennials productive
!

4. ?

5. S T O R Y B O A R D
WHAT HOWGROWTH
ANALYSIS
WHYDIAGNOSISSYMPTOMS
y

6. SYMPTOMSa sign of the existence of something,
especially of an undesirable situation

7. 1
#
“Missing targets has become the norm”

8. Q U O T A P E R F O R M A N C E
100%
80%
50%
Individual contributors (IC)
QuotePerformance
10-20 years of experience
What systems
and processes
are built
around

9. Q U O T A P E R F O R M A N C E
100%
80%
50%
Individual contributors (IC)
QuotePerformance
.10-20 years vs. . 3-5 years of experience
Far more individual contributors
are missing target…
..by a far bigger
margin dropping
the productivity.

10. Q U O T A P E R F O R M A N C E
100%
80%
50%
Individual contributors (IC)
QuotePerformance
From Hero one month to Zero the next month.
.10-20 years vs. . 3-5 years of experience

11. 2
#
“No one seems to work hard”

12. T H 3 G A M 3 C H A N G 3 D

13. V O L U M E .
M E T R I C S
W O R K
H A R D E R .
P E R F O R M A N C E .
M E T R I C S
W O R K
S M A R T E R .
T H 3 G A M 3 C H A N G 3 D

14. T H 3 G A M 3 C H A N G 3 D
10 Deals
$80,000 in ARR
28 days sales cycle
7 Deals
$63,000 in ARR
35 days sales cycle

15. T H 3 G A M 3 C H A N G 3 D
10 Deals
$80,000 in ARR
28 days sales cycle
7 Deals
$63,000 in ARR
35 days sales cycle
1:4 Churns. 2% Upsell. 1:10 Churns. 9% Upsell.

16. 3
#
“Training does not seem to improve sales”
Volumemetrics

17. T R A I N I N G D O E S N O T I M P A C T S A L # $
What I need to
be certified
What I need to
sell better

18. T R A I N I N G D O E S N O T I M P A C T S A L # $
High School CollegeMiddle SchoolElementary Job Job Job
They have been drilled
for 16-20 years of being
valued on test results
People with a few years of experience have not been properly
trained on how to be “productive”

19. TRAINING AIMS TO
CERTIFY
Impact is felt around accurate
forecasting, not an increase in sales

20. 1 2 3“Missing
targets is the
norm”
“No one seems
to work hard”
“Training does
not impact
sales”
SYMPTOMS

21. S T O R Y B O A R D
WHAT HOWGROWTH
ANALYSIS
WHYDIAGNOSISSYMPTOMS
y

22. DIAGNOSIS
Identification of a problem by systematic
analysis of the symptoms, and
investigation of the assumed or probable
causes. Effective prognosis is not possible
without effective diagnosis.

23. One must look at errors as consequences
rather than causes, having their origins not
so much in the perversity of human nature as
in upstream systemic factors. These include
processes that give rise to them.
James Reason
Professor Emeritus of Psychology
University of Manchester
“

24. K N O W L E D G E
TIME
KNOWLEDGE
Derived from the Kruger-Duning curve
Spend a lifetime
becoming the expert
I once dreamt of.
Overestimate
my ability
“looks easy”
Realize I
know
nothing
CAPABILITYKNOWING HOW TO DO IT

25. K N O W L E D G E
TIME
FASTER
MORE
INSIGHTS
KNOWLEDGE
CAPABILITYKNOWING HOW TO DO IT

26. TIME
KNOWLEDGE
K N O W L E D G E v s . S K I L L S
KNOWING HOW TO DO IT DOING IT RIGHT
AMATEUR PROFESSIONAL EXPERT
CAPABILITY
SKILLS
FASTER
MORE
INSIGHTS

27. TIME
KNOWLEDGE
K N O W L E D G E v s . S K I L L S
KNOWING HOW TO DO IT DOING IT RIGHT
AMATEUR PROFESSIONAL EXPERT
CAPABILITY
SKILLS
1 year 3-5 years 10 years

28. TIME
KNOWLEDGE
EXPERTPROFESSIONALAMATEUR
3 months
CAPABILITY
SKILLS
K N O W L E D G E v s . S K I L L S
KNOWING HOW TO DO IT DOING IT RIGHT
1 year 3-5 years
What we want:
PRODUCTIVITY

29. ADD KNOWLEDGE AND SKILLS
KNOWING HOW TO DO IT
REPEATS SKILLS
ACHIEVES IMPACT
WORKHARDERWORKSMARTER
DIAGNOSIS
R E S U L T S
E F F O R T
K N O W L E D G E
S K I L L SDOING IT RIGHT

30. S T O R Y B O A R D
WHAT HOWGROWTH
ANALYSIS
WHYDIAGNOSISSYMPTOMS
y

31. A systematic examination and
evaluation by breaking something
into its component parts to gain a
better understanding of it.
GROWTH
ANALYSIS
y

32. W O R K H A R D E R F O R M U L A
2
W O R K
R E S U L T
G E T
2H A R D E R

33. I S T H E R E A B E T T E R W A Y ?
W O R K
S M A R T E R
R E S U L T
G E T
2

34. W O R K S M A R T E R F O R M U L A
y
SMALL
IMPROVEMENT
R E S U L T
G E T
2
ACROSS
MOMENTS

35. S T O R Y B O A R D
WHAT HOWGROWTH
ANALYSIS
WHYDIAGNOSISSYMPTOMS
y

36. WHAT TO DO

37. M A G I C C A S T L E H O T E L
L O S A N G E L E S
# 2 O F 3 6 7

38. M A G I C C A S T L E H O T E L

39. HOW TO WORK SMARTER

40. HOW TO WORK SMARTER
PROSPECT
MQL
SQL
WIN
MRR
LTV
LIVE
1 2 65 73 4

41. HOW TO WORK SMARTER
PROSPECT
MQL
SQL
WIN
MRR
LTV
LIVE
1 2 65 73 4
Pain!
not fit! Conversation!
not qualification!
Diagnose!
not pitch!
Trade!
not negotiate!
Orchestrate!
not onboard!
Impact!
not usage!
Grow!
not renew!

42. FOCUS ON THE
MOMENTS THAT MATTER
PROSPECT
MQL
SQL
WIN
MRR
LTV
LIVE
1 2 65 73 4
Pain!
not fit! Conversation!
not qualification!
Diagnose!
not pitch!
Trade!
not negotiate!
Orchestrate!
not onboard!
Impact!
not usage!
Grow!
not renew!
HOW TO WORK SMARTER

43. FOCUS ON THE
MOMENTS THAT MATTER
PROSPECT
MQL
SQL
WIN
MRR
LTV
LIVE
1 2 65 73 4
Pain!
not fit! Conversation!
not qualification!
Diagnose!
not pitch!
Trade!
not negotiate!
Orchestrate!
not onboard!
Impact!
not usage!
Grow!
not renew!
THE SAAS SALES METHODOLOGY

44. POPS CLE
M O M E N T S
F I N D Y O U R

45. S T O R Y B O A R D
WHAT HOWGROWTH
ANALYSIS
WHYDIAGNOSISSYMPTOMS
y

46. HOW TO DO IT
a breakdown of how people learn effectively;

47. DECISION
PROCESS
TIME
ENGAGEMENT
IMPACT
CRITICAL
EVENT
SITUATION
PAIN
+2 min +5 min -5 min Final
OPEN
PREP
ACE
AGENDA
WAGONS
CLOSE
STORY
EMPATHIZE
SUMMARY
S
I
D
P
t=0
CE
S
TURN-BY-TURN D I R E C T I O N S
Available @ www.lucidchart.com/wbd

48. 7010 20
FROM CHALLENGING
ASSIGNMENTS
FROM COURSEWORK
AND TRAINING
FROM DEVELOPMENT
RELATIONSHIPS
TEACH ROLE PLAY REAL LIFE

49. 7010 20
REAL LIFETEACH ROLE PLAY

50. 10 T E A C H I N A W O R K S H O PT E A C H

51. 7010 20
REAL LIFETEACH ROLE PLAY

52. I M P O R T A N C E O F
100+ videos available @ www.youtube.com/winningbydesign
20 R O L E P L A Y

53. 7010 20
REAL LIFETEACH ROLE PLAY

54. • Call analysis / Side-by-side
• Everyone can be a coach / Use their Freebie
• To help someone succeed / Not hit metrics
• Lead by example / Fail in front of them
• Follow a proven blueprint / Not an opinion
70 C O A C H I N G O N R E A L L I F E

55. TURN-BY-TURN D I R E C T I O N S
7010 20
FROM CHALLENGING
ASSIGNMENTS
FROM COURSEWORK
AND TRAINING
FROM DEVELOPMENT
RELATIONSHIPS
TEACH ROLE PLAY REAL LIFE

56. S T O R Y B O A R D
WHAT HOWGROWTH
ANALYSIS
WHYDIAGNOSISSYMPTOMS
y

57. WHY WE DO IT
Internal and external factors that stimulate
desire and energy in people to be continually
interested and committed to a job, role or
subject, or to make an effort to attain a goal.

58. MONEY
IS NEITHER
THE ONLY
NOR THE MAIN
MOTIVATOR !

59. N E I T H E R I S C O F F E E

60. N O P E N O T T O Y S

61. N O T E V E N O P E N W O R K S P A C E S

62. I n s t e a d

63. C A R E E R D E V E L O P M E N T
TIME
GROWTH
6-9 Months
PERSONAL
COMPANY

64. S T O R Y B O A R D
WHAT HOWGROWTH
ANALYSIS
WHYDIAGNOSISSYMPTOMS
y
No Results
No Effort
No Training
Knowledge
& Skills
Focus
on a few
Key Moments
Small
Improvement
Big Impact
Turn by turn
directions
10/20/70
Career
Development

65. PRODUCTIVITY
W I N N I N G B Y D E S I G N J U L I E P E R S O F S K Y
C U S T O M E R F A C I N G & P E R F O R M A N C E D R I V E N R O L E S