I hear it from customer success leaders all the time: "We don't have a budget for training."
Now there's good news for CS directors, VPs, SVPs and CCOs, who want to find a way to up-skill their teams with little or no budget. Just steal this email template.
Subject: Idea for joint sales/CS training on customer discovery & listening
Hi, (name of sales leader)...hope you had a great weekend.
I know we've talked before about the need to train our customer-facing teams (all of them!) on listening and discovery. On that note, one of my team members ran across some content I thought your team might find useful.
It's a methodology called Radically Authentic Discovery, and the person who created it has done over 2.600 B2B customer discovery conversations. (See his cheat sheet here.) The core content is 16 prospect/customer questions I hadn't seen before, plus 12 deep listening techniques. Pretty bold stuff that I think both our teams could use.
The author, Bob London, trains CS and sales teams to use this approach to have more strategic customer conversations - something we can all benefit from. Let me know if you're interesting in tapping your budget for something like this. Selfishly, we'd love to have our team attend. I also think having sales and CS in the same sessions will increase alignment between our teams. Of course, I'll happily contribute whatever I can from our (somewhat meager!) enablement budget.
Let me know when you have a chance.