Crystal Exceed Renewal Targets and Drive Huge Upsells

Crystal is a leading blockchain intelligence firm empowering financial institutions, law enforcement agencies and regulators with real-time blockchain analysis, and investigative and compliance solutions.

Their solution helps financial institutions comply with global anti-money laundering regulations efficiently, and investigators and government agencies use Crystal’s technology and intelligence to solve crypto investigations.

Joe Closed a Huge Deal During the Training with Growth Genie

The Feedback From the Team Was Always Exceptional

Another Team Member Is Now Fully Confident and On Target to Exceed Quota 3 Quarters Running

Before working with Growth Genie, Crystal were trying to solidify and map their full customer success journey, and improve the skills of new and existing Customer Success Managers (CSMs), with the goal of empowering their team to bring in more renewals and upsells.

Joe Yasseen, Customer Success Director at Crystal Intelligence explains that beforehand ‘’it was hard to do coaching… We had some new members of the team that joined in quite junior positions’’ and they needed guidance through the basic processes of sales and negotiation.

Joe states, ‘’for me, a lot of it was around actually being able to establish the time for me to do that coaching as well, which I didn’t have.’’

But it was also about ‘’solidifying my skills… It’s always nice to understand a clear structure and a clear flow of how you do these negotiations and go through the steps, that process.’’

Get in touch for more information on Growth Genie’s B2B customer success training programs, cadence development, and playbooks.

Growth Genie began their work by both analysing all Crystal’s existing sales and customer success documentation, and conducting a number of interviews with management, CSMs, and other key stakeholders to understand the company’s existing processes, ideal customers, their pains, the broader industry, and more.

With this information, Growth Genie created a tailored customer success playbook, cadences, and a customer success training program to help effectively position Crystal to drive more renewals and upsells, and ensure their team were happy and growing both personally and professionally.

All this work was then supported with regular coaching sessions.

Joe explains we would go through ‘’negotiation skills from the basics like how would you write a follow up email, which establishes the points that you’ve made in that conversation, up to the point of actually negotiating current deals or vice versa, or renewing of the contract.’’

And crucially, ‘’actually establishing the measure of success.’’

In terms of feedback, Joe explains how Growth Genie enabled them to put their pieces in place and ‘’get the right clear process through.’’

‘’It was always good. Good news and good feedback we always heard about you guys. We never got off a call and someone was like that wasn’t interesting.’’

‘’Every bit was this is actually really useful information and I can use this in my day to day role which is perfect, and that’s what you want from a sales training company.’’

Talking specific results Joe states he ‘’closed a huge deal in the process of actually having the Growth Genie training.’’

And speaking of another team member, Joe explains how she went in the space of 6 months, ‘’from being a very junior member of the team, to being someone who’s very confident and will go into these negotiations with customers and close some huge deals, and hit over 100% of her target, for H1… and looking on track for this quarter (Q3) as well…’’

‘’So amazing. Amazing results!’’

Concluding things, Joe Stated, ‘’we move in a fast paced industry with strong competitors and we need to be ahead of that game, and working with Growth Genie and being able to do that is huge!’’