profile

Lincoln Murphy

CS and Sales alignment is possible (right?)

Published 10 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.

~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!


...

Lincoln Murphy

I invented Customer Success

Read more from Lincoln Murphy

In this context, "busy" is a feeling, one that leads CSMs to feel overwhelmed and eventually burnout. Busy isn't about the performance of activities, per se. You can have two CSMs, both spending 75% of their time on customer-facing activities, but the one performing efficiently won't just NOT feel "busy" but will feel productive and satisfied with their job, while the CSM operating inefficiently is suffering and looking for a way out. Here are a few ideas for you to make your CSMs feel less...

about 6 hours ago • 1 min read

Our 2-week Retention training and certificate program starts this Monday, June 17, 2024. 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 word. Our Impact Academy programs are a...

2 days ago • 1 min read

“My CSMs are too busy to do Advocacy, Lincoln.” “So pile even more onto my overworked CSMs? Umm, No.” I’ve heard the same for Expansion, Renewal, etc. Weird how their CSMs are too busy to do things like Advocacy or Expansion but not too busy to: Do the work for the customer Work escalated support tickets Train individual users Answer the same questions over and over Have meetings when they’re not necessary Have super-inefficient meetings And so much more nonsense Saying their CSMs are "too...

5 days ago • 1 min read
Share this post