Get ready for 30 minutes on how to prevent churn and ensure your sales team gives customers an amazing start to their experience.

1. There is such a thing as a bad-fit customer

• Where misalignment happens
  • - Sales gathers a customer’s pains and goals - but CS is responsible for them
  • - Sales is only concerned with closing deals
• CS can be as proactive as they want - if it’s a bad fit, there isn’t much they can do

2. How sales can help CS

• 1. Information transfer
  • - SFDC can only help to a point - Sales needs to communicate information to CS in detail
• 2. The Handoff
  • - The handoff should not be the first meeting with CS
• 3. Managing expectations and talking through the engagement touchpoints
  • - This should be discussed before the handoff with CS and the customer
  • - What does implementation look like? The first 30/60/90?

3. How CS can help Sales

• 1. Feedback on best-fit customers
  • - CS can track successful customers and provide that information back to sales to better target
  • - They can also share current and new challenges Sales can use in conversations
• 2. Expansion and upsells
  • - CS can identify the right time to start talking about expansion opportunities and when to bring in sales (depending on how your org is set up)

...

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