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How to avoid giving CS away for free

Thomas Lah
Thomas Lah Member | Guru ✭✭✭✭✭
in Customer Success

Attendee from Orlando wants to know how to prevent sales reps from giving away CS for free.

Couple of quick tactics:

  1. Have clearly defined CS offers that do have defined prices.
  2. Clear discounting policies that sales reps are held accountable to follow.

What other top practices that folks pursue to address this issue?

Answers

  • Doug Caviness
    Doug Caviness Member | Expert ✭✭✭

    I've seen cases in which the internal cost or value of CS given away for free is deducted from the revenue or gross margin that is commissionable to Sales and/or applied to quota retirement.

  • Carlos Alves
    Carlos Alves TSIA Administrator, Moderator, Founding Member | admin

    Back on the days, I offered "free CS" only if backed up by Vendors/Partners cost, to drive adoption and partner incentives programs. Next step was combining CS services to the Services portfolio.

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