Customer-centric Growth by Lincoln Murphy

Aligning Customer Success and Sales: Bridging the Great Divide

You know the feeling – it’s a shared frustration among many in Customer Success. Another seemingly ‘bad fit’ customer is passed to us, and we’re left questioning the Sales team’s understanding of what a good fit really is.

It’s easy to think: “Why can’t they just get it right?”.

But perhaps we’re addressing this from the wrong angle. What if we started viewing this not as a problem caused by one team but as an opportunity for both to improve and learn?

It’s no secret that a lack of alignment between Customer Success and Sales can result in subpar customer experiences.

Mismanaged expectations, friction during handovers, and differing definitions of a “good fit” can all create unnecessary challenges.

But let’s pivot the lens a little.

Customer Success Podcast: Impact Weekly Episode 37

If you want to go deep on this topic, listen to this episode of our Customer Success podcast, Impact Weekly, that comes out every Wednesday. You can listen below or on your favorite podcast app:

Communication: Elevate, Don’t Escalate

Effective communication isn’t just about quantity but quality.

A quick handover email or a brief chat isn’t going to cut it. We need to delve deep, share insights, and have open, candid conversations about what our customers truly need.

This isn’t about finger-pointing; it’s about proactively seeking clarity for the sake of our customers’ success.

Handovers: More Than Just Passing the Baton

When a Sales rep hands over a new account, they’re not just transferring a name or a contract. They’re handing over trust, expectations, and potential.

This transition should be comprehensive and empathetic.

The more context and understanding that’s shared, the better positioned we are to ensure a seamless customer journey.

Understanding the Other Side

While we might think we know the challenges faced by our counterparts in Sales, there’s nothing quite like walking a mile in their shoes.

By actively engaging with their processes and understanding their pressures, we’re better equipped to foster genuine collaboration and mutual respect.

Leadership’s Role: Set the Tone

Change isn’t just about individual actions; it requires a collective shift. And that direction often comes from the top.

Leaders play a pivotal role in guiding the way, setting expectations, and championing a unified approach to our shared goals.

The Collaborative Path Forward

Breaking down the silos between Sales and Customer Success is more than just a good business strategy—it’s a commitment to putting our customers first.

By striving for alignment, mutual respect, and open communication, we’re not only enhancing our internal operations but ensuring our customers get the exceptional experience they deserve.

Make an Impact… Weekly

Don’t miss out on the insights that could revolutionize your partner relationships. Ensure you’re at the forefront of customer success management by subscribing to our Impact Weekly podcast.

Every Wednesday, we delve into a new aspect of customer and partner success, equipping you with the knowledge you need to thrive in the multi-channel landscape. Subscribe now, and let’s keep learning together.

Exit mobile version