Neelam Sandhu - "CX Leaders: How to Help Sales Close Larger Deals?"
Neelam Sandhu, Former Chief Elite Customer Officer, Chief Marketing Officer, & SVP Sustainability, shares insights on transforming sales strategies to focus on customer success. She discusses aligning sales with customer-centric approaches, the impact of technology on relationships, and key strategies for long-term engagement. Prioritizing customer success fosters sustainable growth.
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Contact Centers
call center
customer service outsourcing
customer support outsourcing
customer service BPO
retail BPO
e-commerce BPO
Customer Value
SaaS Customer Experience
Head of Custor Service Stepstone Deutschland Transforming Contact Centers: From Cost to Value Centers
What’s Inside [0:18] Introduction to Neelam Sandhu [28:33] Full Podcast Episode [2:04] Evolving Sales Landscape with Customer-Centric Sales Strategies [5:00] Building Strong Customer Relationships Through Customer Success [4:55] Balancing Customer Success and Business Growth Through Genuine Care [4:44] Building a Customer-Obsessed Team for Market Advantage [3:43] Enhancing Customer Support Teams Through Effective Support Strategies [1:44] From Support to Sales: Making Seamless Deals Happen [1:26] Service Productization: Customer Success Drives Sales Productivity [1:04] Investing in Customer Success to Boost Engagement and Revenue [0:59] Balancing Customer Success and Business Growth Through Genuine Care [0:47] Service Productization: Customer Success Drives Sales Productivity
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Full Episode “The most important thing for successful leaders is to build a team with a customer-obsessed culture. A team that collaborates effectively with others, focuses on driving business success, and possesses strong technical expertise.” - NEELAM SANDHU
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Full Episode: Topics Covered 1. The Importance of Customer Success Investment 2. The Role of Customer Support in Driving Engagement 3. Driving Revenue through Customer-Centricity
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(2:04 Video) Evolving Sales Landscape with Customer-Centric Sales Strategies "The rest of the business should revolve around those teams (customer success) and ensure that customers are very engaged and happy with the company. It’s really about investing in those teams that are hyper-focused on the customer.” — NEELAM SANDHU
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(5:00 Video) Building Strong Customer Relationships Through Customer Success "The relationship and trust customers have with the technology provider are both important in their purchase decision, and that’s where customer success comes in.” - NEELAM SANDHU
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(4:55 Video) Balancing Customer Success and Business Growth Through Genuine Care “Achieving a balance between customer success and business growth is natural when you have a team that acts as both a consultant and a partner with the customer. The customer must feel that you care and that they are gaining value from your conversations.” — NEELAM SANDHU
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(4:44 Video) Building a Customer-Obsessed Team for Market Advantage “Knowing your customer inside out is one of the keys to delivering strong account-based marketing that the customer wants to engage with.” — NEELAM SANDHU
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(3:43 Video) Enhancing Customer Support Teams Through Effective Support Strategies “It is important to have a customer support team that is tightly interlocked with customer success. They need to ensure that both sides are aware of any customer escalations.” - NEELAM SANDHU
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(1:44 Video) From Support to Sales: Making Seamless Deals Happen “Being able to converse with the customers totally changes the game, and you get bigger multi-year deals. The customer calls us as opposed to us having to try to get time on the calendar. It totally shifts the conversation” — NEELAM SANDHU
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(1:26 Video) Service Productization: Customer Success Drives Sales Productivity “When averaged across the sales team, the general productivity per salesperson in the company was about $200,000 to $300,000 annually. In contrast, the productivity per person on my team was $21 million per year. It goes to show that customer success just builds a totally different relationship with the customer. It’s a whole different way of running a business, and the results are wildly different, too.” — NEELAM SANDHU
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(1:04 Video) Investing in Customer Success to Boost Engagement and Revenue “Instead of scaling back customer success teams, technology providers should invest in and evolve them to be the core of the company, responsible for engaged customers, which translates to higher revenue.” — NEELAM SANDHU
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(0:59 Video) Balancing Customer Success and Business Growth Through Genuine Care “Achieving a balance between customer success and business growth is natural when you have a team that acts as both a consultant and a partner with the customer. The customer must feel that you care and that they are gaining value from your conversations.” - NEELAM SANDHU
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(0:47 Video) Service Productization: Customer Success Drives Sales Productivity “When averaged across the sales team, the general productivity per salesperson in the company was about $200,000 to $300,000 annually. In contrast, the productivity per person on my team was $21 million per year. It goes to show that customer success just builds a totally different relationship with the customer. It’s a whole different way of running a business, and the results are wildly different, too.” — NEELAM SANDHU
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