Fix Your Broken Onboarding | Unfinished Business | Bradley Rausch

Okay, I'm gonna switch this, you know, customer success strategies, right, like an idea behind this, because in sales-driven organizations, listen, you have a good, great sales background, And which is fantastic.

So now you move into this customer success strategy.

But what is a strong customer success strategy look like in a real sales driven organization? Because you said it when you started, I loved it.

It's just not sexy, right? Like, what is what is a what is a strong strategy look like?

So my framework that I install, uh, the, the kind of IP that I built and just for a slight background, um, we, we talked about this in our first conversation, but for a slight background for people listening, I started off as a closer for three years, worked my way up to the top sales training organization at the time as a closer.

So very high pressure.

left after six months after I saw how horribly the clients were being treated, got into CS, uh, have spent the most of the last five years since then, uh, inside like internal to see it to organizations in CS, whether started off, obviously it's a CSM CSD.

Um, I was actually client success director for about four years for a eight figure company in the B2B consulting space.

Um, and so I then have since then started consulting on my own.

So with all that being said, um, The framework of the IP that I have now created that I now use in my business, it's called For Sale Framework.

And it's essentially based off the idea that everybody focuses on the first sale, but there are actually three other key moments that you need to design just as much frameworks and strategy for if you're really going to make sure that you maximize the LTV of every client coming in.

So the first sale is, of course, the moment of payment.

Second is onboarding.

Third is what I call advocacy.

So either testimonials, referrals, or both.

And then fourth is ascension.

And so when you ask what's a solid customer success strategy look like, I actually designed the kind of the branding around this to really speak in the sales language.

Because again, if I go out and I say, hey, keep your client for 25% longer.

Hey, make 10% more profit, bottom line, not even top line, make 10% more bottom line for every single client that comes in.

Nobody's listening to that shit.

And I come on and I say- Hey, listen, listen.

Yo, Sharky salespeople over here, you're not done.

And again, the culture of the company is saying, listen, we got to keep selling.

ABC always be closing.

And making sure that everybody from the CSMs to the marketing people understand what the full scope of the true, again, I would say subjectively, true sales process looks like.

Okay, I'm gonna switch this, you know, customer success strategies, right, like an idea behind this, because in sales-driven organizations, listen, you have a good, great sales background, And which is fantastic.

So now you move into this customer success strategy.

But what is a strong customer success strategy look like in a real sales driven organization? Because you said it when you started, I loved it.

It's just not sexy, right? Like, what is what is a what is a strong strategy look like?

So my framework that I install, uh, the, the kind of IP that I built and just for a slight background, um, we, we talked about this in our first conversation, but for a slight background for people listening, I started off as a closer for three years, worked my way up to the top sales training organization at the time as a closer.

So very high pressure.

left after six months after I saw how horribly the clients were being treated, got into CS, uh, have spent the most of the last five years since then, uh, inside like internal to see it to organizations in CS, whether started off, obviously it's a CSM CSD.

Um, I was actually client success director for about four years for a eight figure company in the B2B consulting space.

Um, and so I then have since then started consulting on my own.

So with all that being said, um, The framework of the IP that I have now created that I now use in my business, it's called For Sale Framework.

And it's essentially based off the idea that everybody focuses on the first sale, but there are actually three other key moments that you need to design just as much frameworks and strategy for if you're really going to make sure that you maximize the LTV of every client coming in.

So the first sale is, of course, the moment of payment.

Second is onboarding.

Third is what I call advocacy.

So either testimonials, referrals, or both.

And then fourth is ascension.

And so when you ask what's a solid customer success strategy look like, I actually designed the kind of the branding around this to really speak in the sales language.

Because again, if I go out and I say, hey, keep your client for 25% longer.

Hey, make 10% more profit, bottom line, not even top line, make 10% more bottom line for every single client that comes in.

Nobody's listening to that shit.

And I come on and I say- Hey, listen, listen.

Yo, Sharky salespeople over here, you're not done.

And again, the culture of the company is saying, listen, we got to keep selling.

ABC always be closing.

And making sure that everybody from the CSMs to the marketing people understand what the full scope of the true, again, I would say subjectively, true sales process looks like.