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
Our next Customer Onboarding training starts tomorrow, Tuesday, April 22, 2025. Learn more about the program and sign-up here. Onboarding is arguably the most important customer lifecycle stage. In this program you'll learn how to get your new customers to do the things they need to do to get this still-fragile relationship off to a strong start, setting everyone up for long-term success (the customer... and your CS team). Specifically, we'll cover: Lifecycle stage metrics Handover management...
Our next Customer Onboarding training starts on Tuesday, April 22, 2025. Learn more about the program and sign-up here. Onboarding is arguably the most important customer lifecycle stage. In this program you'll learn how to get your new customers to do the things they need to do to get this still-fragile relationship off to a strong start, setting everyone up for long-term success (the customer... and your CS team). Specifically, we'll cover: Lifecycle stage metrics Handover management Time...
TL;DR: We're running "Save Customers Now!" workshops again—PLG on April 15 and Enterprise on April 17. Stop churn immediately in Q2. I just got this email from a CS leader: "Lincoln, I'm freaking out. With everything going on—economic uncertainty, customers tightening budgets, chaos everywhere—churn is gonna hit us HARD in Q2. Are you doing another 'Save Customers' workshop soon? Fingers crossed." Bad news: I've heard similar messages from several CS leaders already. Good news: "Save...