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From Silos to Synergy: Uniting Customer Success and Sales
ON TODAY'S EPISODE:
Johan and Lincoln delve deep into the intricate relationship between Sales and Customer Success. They highlight the pitfalls of working in silos and shed light on how to build a more cohesive, collaborative approach. Tune in to uncover practical strategies and actionable insights that can help bridge the divide and pave the way for a smoother customer journey.
THIS WEEK’S QUESTION:
“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?”
TOPICS BEING ADDRESSED:
- The strategic importance of executive down alignment for cohesion between Sales and Customer Success.
- Communication strategies to ensure Sales is updated on the intricacies of the onboarding process.
- The immense benefits and necessities of a comprehensive handover process between the two teams.
QUOTES:
Lincoln Murphy (20:25): “The best salespeople go into every situation, hoping that that customer will be a reference for them to help bring in future customers.”
Lincoln Murphy (21:45): “We know that customers hate three things: surprises, unknowns, and repeating themselves.”
Lincoln Murphy (22:30): “Salespeople, they work a deal, they close the deal, they're onto the next deal. They don't want to have to deal with an angry customer.”
Johan Nilsson (23:50): “Sales can help you as well, but they need to understand the process as well, the real process.”
Johan Nilsson (24:20): “Especially when you grow a lot and when you add a lot of new people, sales don't think too much about onboarding either. But it's really important.”
Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/
Do you have a question you want us to answer? Submit it here.
View all episodes
By Johan Nilsson & Lincoln Murphy
5
33 ratings
ON TODAY'S EPISODE:
Johan and Lincoln delve deep into the intricate relationship between Sales and Customer Success. They highlight the pitfalls of working in silos and shed light on how to build a more cohesive, collaborative approach. Tune in to uncover practical strategies and actionable insights that can help bridge the divide and pave the way for a smoother customer journey.
THIS WEEK’S QUESTION:
“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?”
TOPICS BEING ADDRESSED:
- The strategic importance of executive down alignment for cohesion between Sales and Customer Success.
- Communication strategies to ensure Sales is updated on the intricacies of the onboarding process.
- The immense benefits and necessities of a comprehensive handover process between the two teams.
QUOTES:
Lincoln Murphy (20:25): “The best salespeople go into every situation, hoping that that customer will be a reference for them to help bring in future customers.”
Lincoln Murphy (21:45): “We know that customers hate three things: surprises, unknowns, and repeating themselves.”
Lincoln Murphy (22:30): “Salespeople, they work a deal, they close the deal, they're onto the next deal. They don't want to have to deal with an angry customer.”
Johan Nilsson (23:50): “Sales can help you as well, but they need to understand the process as well, the real process.”
Johan Nilsson (24:20): “Especially when you grow a lot and when you add a lot of new people, sales don't think too much about onboarding either. But it's really important.”
Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/
Do you have a question you want us to answer? Submit it here.