Lincoln Murphy

CS and Sales alignment is possible (right?)

Published 7 months ago • 1 min read

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!

Listen to the episode here.


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!


Lincoln Murphy

I invented Customer Success

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The other day I posted an article where I said if you don't know (and stay continuously aligned on) your customers' goals, you're definitely doing something... it's just not Customer Success. This, as you might imagine, is controversial to some. But check it out for yourself and tell me where the lie is. Have a great weekend! ~ Lincoln BTW: We have two training programs starting this Monday, 4-March, that both deal with Goal Discovery and Continuous Alignment at scale. If you have customers...

2 days ago • 1 min read

Digital CS & Customer-centric Automations training starts next Monday, 4-March. In this week's episode of Impact Weekly, Johan and I continue our conversation from last week, where we go through reasons 2 - 5 of why we think CS will still be relevant in a few years. Listen to this week's episode here (or on Spotify, Apple, or Youtube). We talk a lot about how the customer's Appropriate Experience (AX) is constantly evolving and how understanding that can allow you to leverage AI and...

4 days ago • 1 min read

I'm super-excited to share that our newest training program at Impact Academy starts next Monday, 4-March, 2024 and it's all about Customer-centric Automations. Call it what you like - Digital CS , Tech Touch, Scale Motion - but the idea of leveraging technology and automations to improve CS efficiency has never been more timely. But you have to do it right. That's why we created this course for CS pros - from Heads of CS and CSMs, to Ops and Enablement. Learn more about the program and...

5 days ago • 1 min read
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