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The Science of Scaling
There Is No Post-Sales in SaaS w/ Sangeeta Chakraborty (CRO, Miro)
Jul 4, 2024
Sangeeta Chakraborty, CRO of Miro and a pioneer in customer success, dives into the evolving landscape of SaaS sales. She challenges the concept of 'post-sale,' advocating for continuous customer engagement. Hear her insights on the importance of aligning sales and customer success teams, especially in product-led growth strategies. Sangeeta also discusses the significance of hiring leaders who resonate with company values and the need for collaboration between founders and sales professionals to enhance customer retention.
37:07
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Quick takeaways
- The traditional concept of sales has shifted towards continuous customer engagement, reimagining the journey as an ongoing process of creating value.
- Coaching product founders on effective listening and collaboration enhances sales strategies, bridging their passion with customer needs for better outcomes.
Deep dives
Redefining the Role of Sales in Customer Success
The concept of sales has evolved, with a growing emphasis on creating customer value rather than merely closing deals. Sangeeta Chakraborty emphasizes the importance of continuous engagement with customers, implying that there is never really a 'post-sale' phase in modern business practices. By framing customer success as an integral part of the sales journey, companies can enhance customer loyalty and optimize their service offerings. Consequently, the role of the Chief Revenue Officer (CRO) now integrates customer success perspectives to ensure that long-term relationships begin from the very first interaction.
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Discover
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Listen to the best highlights from the podcasts you love and dive into the full episode