How Attentive Boosted Win Rates by 7%

Lackluster Tools Hinder Post-Sales Success

Attentive is on a mission to spark magical conversations between its clients and their customers — a task accomplished with a complex post-sales motion and a robust team of customer service reps. But ensuring every customer service rep could provide the same high-quality experiences was a difficult task, especially when Attentive’s existing enablement tech stack forced reps to swivel-chair back and forth between content and training. “We need to make the information effective so it’s not a burden on their time,” said Jess Potter, director of revenue enablement at Attentive. “They need to be able to find things really easily.” This need for more effective post-sales enablement became an even bigger priority as Attentive sought to standardize performance across its revenue teams ahead of an upcoming product launch. 

As it geared up for this launch, Attentive needed to prepare its customer-facing teams to consistently approach prospects with the new product — and ensure its existing customers could also realize value from it. “We’re in the midst of launching our second key product line,” added Potter. “We’re moving from a single-product to a multi-product company.” To face that evolution head-on, Attentive turned to Highspot, confident the unified platform could better support its revenue teams to unlock and deepen customer value as its products evolved.

Consolidated Tech Stack Equips Teams to Enhance Customer Value

To build consistency into its customer success arm, Attentive began surfacing hyper-personalized, role-specific content and guidance to its post-sales teams. “We built what we call Adoption Plays, which are primarily for our customer success audience,” says Potter. “What that does is give them recommended next steps in terms of new use cases and new ways to use the product, combat churn risk, and deal with competitors. It gives them more tactical, strategic guidance on how to approach customer interactions.” The innovative Plays worked, creating newfound alignment across the customer service team — guiding the team to better support customers to more quickly realize value and deepen satisfaction. 

To prioritize post-sales success ahead of the new product launch, the enablement team harnessed Highspot’s training capabilities to roll out new product Certifications through Learning Paths. In just three weeks, they earned a 97% completion rate and verified that each customer-facing team was equipped to reinforce value across every stage of the buyer lifecycle. “It was huge for us,” shared Potter. “We met the needs of the business. They had that sense of urgency and needed to make sure this was something that could happen very quickly and that we could measure.” 

The success of the initiative spelled the broader impact of the team’s switch to Highspot. While their contextual guidance honed post-sales performance and strengthened its relationship with existing customers, their training ensured early customers of its new product quickly realized value from it.

Strong Partnership Improves Customer Experience and Organizational Outcomes

With Highspot, Attentive found a better way to educate its revenue teams, equipping them to consistently execute impactful customer interactions at scale. It’s a transformation that has led to considerable improvements: Since switching to the platform, Attentive has seen a 7% increase in win rate and a 10% increase in deal size. And with reps now saving five hours per week on average, Attentive’s teams are simultaneously more effective and efficient than ever.

Now equipped with the right partner, Attentive was able to simultaneously standardize post-sales performance while successfully going to market with a new product for the first time — and is confident it can drive that same impact in future initiatives. And it all comes down to its ability to successfully harness a unified enablement platform and build a robust post-sales motion that maximizes outcomes for both itself and its customers.