CS and Sales alignment is possible (right?)
One of our podcast listeners asked, "We are very siloed in our work between CS and Sales, no one's fault really, but do you have any tips on how we can be more aligned?”
Did you catch that? That one part of the sentence that explains everything? No? All good, because we did.
In this week's episode of Impact Weekly, Johan (he's back!) and I dive into the strategies and methods to bridge the gap between Customer Success and Sales teams, by talking about:
- That one super-critical piece of their question (iykyk)
- How a lack of alignment is hurting KPIs like NRR
- Practical ways to foster communication and collaboration between CS and Sales
- The need for Ownership of this process and Executive sponsorship
- And much more!
~Lincoln
BTW: Take your Customer Success career to the next level with Impact Academy.
Our next CSM training program starts on 21-August and is all about Success Plans and working with customers in that "ongoing" phase of the lifecycle.
In this program you'll learn:
- Goal Discovery Framework
- Brainstorming Framework
- Progress Milestones
- Objection Breakthrough Formula
- Joint Accountability
- And so much more!
Our programs are a combination of on-demand and live sessions via Zoom. Even though this is a "virtual" program, space is limited due to the interactive nature of our live sessions.
Learn more about and sign-up for the Success Plans program today!
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Lincoln Murphy
I help SaaS companies Maximize LTV through Customer-centric Upselling
Don’t worry about upsells until churn is below 10%? Really? No, this mindset limits growth and stifles potential. Unless your environment is overtly customer-negative and you have massive churn across your entire customer base, you don’t need to hit some mythical churn threshold before upselling. Yes, address churn where it’s an issue, but also recognize that some customers are progressing and ready for expansion NOW. Here’s the truth: Even with higher churn in some cohorts, you have other...
Our 2-week Retention training and certificate program starts on Monday, June 17, 2024. Our first live session is on Tuesday. This program is so unique because we take a different approach to Customer and Revenue retention. We focus on the differences between Proactive and Reactive Retention, how to move from the latter to the former through better prioritization, orchestration, and directing limited resources to higher-percentage activities. This program is practical in every sense of the...
This week's Impact Weekly podcast episode is up (Listen here or on Spotify or Apple) and in it, Johan and I answer a variety of questions about Churn, including: What are the key indicators for predicting churn in advance? How to prevent churn when you have no control over price rises (set by head office) Is there a particular NRR %, or threshold below 100% NRR that would be a particular alarm bell for you? Is there a tolerance that you'd expect to see in B2B SaaS? And more! We give some VERY...