In a sales cycle, the magic moment occurs when the customer becomes more interested in a company than the company is interested in the customer. If you can’t identify that point and replicate it, you can’t scale effectively. Kustomer didn’t want to miss out on those opportunities.

Kustomer is a customer service CRM platform that helps our clients effortlessly manage high support volume. We operate as a true SaaS model in that we want our customers to have a single hand to shake (or a throat to choke) both pre-and post-sale. This model allows us to make smart business decisions in terms of customer acquisition, and better fulfill our promise to ensure they get the full value of the product.

I joined the company as VP of Sales just a few months after our market launch, but within 90 days the CEO asked me to take on the Customer Experience team. It was supposed to be temporary, but four years into the journey, I’m the SVP, Global Sales and Customer Experience. The entire revenue funnel from customer opportunity all the way through execution and renewal falls under my remit.

THE CHALLENGE

As Kustomer grew in scale, it needed a platform to regain visibility and insights into its process gaps and vulnerabilities.

THE SOLUTION

• Deal warnings to flag opportunities that are missing key data points

• Data insights into top-performers’ activities to up-level the entire team

• Snippets of call feedback that can be shared to keep everyone in the loop and engaged