Closed Won

In the Closed Won stage, the sales process has been successful, and the prospect has agreed to purchase your product or service. This stage marks the beginning of a new customer relationship, and it is crucial to ensure a smooth transition and a positive customer experience.

Stage Goals

Transition to PS/Finance/Hosting/OPS. Transition to Services and Customer Success using the new Services Methodology (includes customer reason for buying and definition of success).

Best Practices

Onboarding and Implementation

Smooth Handover: Transition seamlessly from the sales team to the implementation (PS) or customer success (CSM) team, ensuring all key information is communicated clearly.

Training: Provide tailored training sessions, workshops, or online resources to help internal resources & customers use the product effectively.

Set Clear Expectations: Establish a mutual action plan that defines timelines, milestones, and responsibilities.

Building Relationships

Maintain Communication: Regularly check in with the customer to gather feedback and provide updates on relevant product features or services.

Celebrate Wins: Recognize customer successes, whether it’s achieving a milestone or successful implementation.

Value Realization

Show ROI: Demonstrate the tangible benefits and ROI of your solution through metrics and success stories.

Small Wins First: Focus on early wins to build confidence and validate the decision to choose your solution.

Support and Problem Resolution

Proactive Support: Address potential issues before they escalate. Be transparent and offer solutions.

Feedback Loops: Actively collect and act on feedback to improve customer satisfaction and enhance the product.

Upsell and Cross-Sell Opportunities

Understand Evolving Needs: Regularly evaluate how your solution fits the customer’s changing business environment.

Introduce New Features: Keep the customer informed about upgrades or complementary solutions.

Knowledge Sharing

Document Lessons Learned: Maintain detailed records of the sales process, customer needs, and implementation outcomes.

Internal Feedback: Share customer insights with product and development teams to guide future improvements.

Fostering Long-Term Partnerships

Build Advocacy: Encourage satisfied customers to become references or participate in case studies.

Strategic Planning: Include key customers in quarterly or annual planning sessions to align on future objectives.

Do´s and Dont´s

  • Regularly check in with customers to show continued support and address any issues promptly.
  • Ensure the implementation and outcomes align with the commitments made during the sales process.
  • Help customers achieve tangible results with your solution, showcasing ROI and value.
  • Offer comprehensive onboarding, documentation, and workshops to help customers maximize value.
  • Use feedback loops to improve both your product and the customer experience.
  • Stay transparent about any challenges and be proactive in resolving issues.
  • Celebrate customer milestones or successful implementations to foster goodwill.
  • Understand evolving needs before introducing additional solutions or services.
  • Share post-sale lessons internally for continuous improvement and better customer engagement.

  • Forget the client

  • Avoid going silent once the deal is closed. This can lead to dissatisfaction and missed opportunities for upselling.
  • Be realistic about timelines and outcomes to maintain trust.
  • Failing to act on customer concerns or suggestions can erode trust.
  • Avoid forcing upsells or cross-sells that don’t align with the customer’s needs.
  • Don’t wait for problems to arise; proactively identify and address potential challenges.
  • Ensure seamless communication between sales, implementation, and customer success teams. Poor handoffs can cause frustration.
  • Share relevant, digestible updates rather than overwhelming them with excessive details.
  • Don’t treat the relationship as transactional. Post-sale success depends on building trust and partnership.

Responsibilities & Tasks

Sales

(ASD/SD)

  • Celebrate and document the win: Acknowledge and celebrate the hard work of the sales team that led to the successful deal. Update the CRM (e.g., Salesforce) to reflect the Closed Won status and document essential details about the deal, such as contract terms, pricing, and key contacts.
  • Internal communication: Inform relevant internal stakeholders (e.g., account management, customer success, finance, legal, and product teams) about the new customer and provide them with necessary information to support the onboarding process.
  • Kick-off meeting: Schedule a kick-off meeting with the customer and your internal team to discuss the next steps, set expectations, and introduce key contacts from both sides. This meeting helps to align everyone and ensure a smooth transition to the onboarding or implementation process.
  • Handover to the account management or customer success team: Facilitate a seamless handover to the account management or customer success team, who will be responsible for the ongoing relationship with the customer. Share relevant information about the customer’s needs, expectations, and any specific commitments made during the sales process.
  • Onboarding or implementation: Support the customer through the onboarding or implementation process, ensuring that they have access to the necessary resources, training, and assistance.
  • Maintain communication: Maintain regular communication with the customer to address any concerns or issues that may arise during the onboarding or implementation phase. Encourage open communication and demonstrate your commitment to their success.
  • Collect feedback: Gather feedback from the customer throughout the process to identify areas for improvement and opportunities to enhance their experience.
  • Monitor customer success: Track the customer’s progress and success with your product or service, ensuring that they achieve the desired outcomes and return on investment.
  • Nurture the relationship: Continue to nurture the relationship with the customer, looking for opportunities to upsell, cross-sell, or renew their contract. Maintain regular communication and provide ongoing support as needed.
  • Request referrals and testimonials: Once the customer is satisfied with your product or service, ask for referrals or testimonials that can be used to support future sales efforts

PreSales

(SC)

Handover to Professional Service using the OSD

Professional Service (PS)

Onboarding or implementation: Support the customer through the onboarding or implementation process, ensuring that they have access to the necessary resources, training, and assistance.

Product Management (PM)

Commitments to any enhancements and plan developments

Additional Material

Basics on Lessons Learned

Course Lesson

Lessons Learned

Win-Lost Template

Win-Lost Analysis Overview

Overview

Attendees (Names and Roles) Opportunity Stage

Reason

Topic Y/N Details
Price
Product did not meet requirements
Do Nothing
Too Complicated
Not Ready to Buy
No Budget
Needs internal socialization
Timing (other priorities)

Additional Questions

Questions Answers
Competition who won? Why? Reasons why others have done it better? Technical vs. Price?
Social aspects? Relationship? Engagement? Communication
Solution What did you like on our offering, solution? What did you not like or like? A lack of fulfillment of customer needs by your solutions
Process Where you satisfied with the process? Tools we are using?
What product or features were you initially interested in? Was it a good fit from the start?
What pain point or problem were you trying to solve? What was your initial perception of this company’s ability to solve that problem?
Why did you decide to purchase from this company? Or, why didn’t you?
How many people were involved in the decision making process? What does your decision-making process usually look like?
What was your perception of the sales team? How was their sales pitch? Did they seem knowledgeable? Were they helpful? What would have improved your perception of the sales team?
How did your perception of our company and products change throughout the buying process? What made it better? And what made it worse?