Helping Sells Radio

"Why don’t they just say no,” say customer success managers of sales executives who close deals with customers who do not fit the ideal customer profile. Now the customer success manager has to deal with customers who have expectations that do not fit with what the product or service actually does well.  We have just gotten off on the wrong foot, and this situation is not good for anyone. That customer, during the on-boarding process, is already expressing disappointment and is evening thinking about not renewing.  On day one.  Of course our churn rates are high. The sales team is selling to the wrong customers. Even after our CEO said in the last three town hall meetings, “We have published our value proposition canvases and ideal customers profiles on the wiki, and we have designed our product and are running sales and marketing campaigns designed to get more ideal customers.  So, I ask again, “Why don’t they say no?” Think about this from the sales pe