The Top Five Ways to Align CS & Sales
The team most necessary to get on the Customer Success bandwagon is Sales, because they can learn from CS what problems commonly occur. Once they know which types of customers are likely to churn, they will hopefully be less likely to go after those accounts. Increased Customer Success and satisfaction with the product reflects well on Sales for pursuing productive accounts, and CS for doing everything they can to retain them. This partnership will also help smooth the transition and handoff between Sales and Customer Success. The customer success team will also be able to provide Sales with great customer success stories, sales success stories and positive customer advocates who can help close deals in the future.
This infographic shows the top five ways to align CS & Sales:
- Showcase Customer Success Stories
- personalize sales pitch
- Assessment of success chances
- Sales to post-sales handoff
- Maintain the relationship
Customers have varied needs and outcomes based on the nature of their businesses; making it critical for your business to take a persona-based approach with each one to adequately communicate your products/service value to them. Those that see the value and their return on investment stay with you. Hence, it’s important to develop customer success plan that are centered on their success. Instead of having Sales only have the responsibility of closing the first deal, it’s better to share the accountability evenly such as onboarding, kickoffs, retention processes and so on.
Templates have several cultural benefits to the Customer Success Manager and the team as well. A customer success plan template catalyzes creative thinking on the bigger picture for all the stakeholders in Customer Success Management. Sharing the plan and progress metrics with the team helps build stronger communication among the members while giving them a clear picture of the value added.
Customer service relationship management is about how companies use strategies and technology to manage a company’s interaction with current and potential customers. The rapid growth of the Internet and the field of technology is the main reason for the transformation in managing relationships between companies and their customers. Customer relationship management (CRM) is an important business approach, with a set of processes and systems strategies to build long term and profitable relationships with potential and current customer base. Customer relationship management strategy is built upon customer data and IT tools, whereby, they analyse and use customer behaviour to improve customer acquisition, customer retention, customer loyalty, and customer profitability.
Customer Success has to prove that its unique customer engagement gives access to previously unseen and untapped revenue streams which will drive growth, escape the ‘sales give services away’ issue, and drive holistic recurring revenue offerings that stand up for themselves and add value to customer adoption.