Hi, I hope some of you can share some experience here on the best way to evolve the team given the following situation:
Our Inbound sales reps nurture the relationship from a 30day trial commencing through to a close.
We’re early in the development of the team and don’t yet have an account management function, we have a great Support/CS team who manage anything post sale. They also assists with more complex matters pre sale (which has its downsides).
Although our product is not overly complex, it is normal for 4-6 buyer personas to be involved in the process with questions ranging from system settings and configuration to data security and integrations. Approx 60% of the inbound sales reps time is spent here, supporting the trial and helping them get to a decision.
The problem here is our inbound reps feel they do more supporting than selling and have asked how we can increase the sales activity whilst reducing the amount of time they spend supporting during the trial.
My early thoughts are:
1. Train the inbound reps better, to have water tight product knowledge including data security, integrations etc. the risk here is they will still be tempted to include the support team and with a busy schedule would prioritise the more commercial conversations/meetings leaving a poor customer experience.
2. Allocate part of the Support team to assist at this stage of the pipeline and work in partnership with the Inbound sales rep
3. Hire a technical onboarding specialist
I’m open to ideas here or if there’s something i’m missing please chip in.