AMA: Adobe Director Customer Strategy & Success, Aishwarya Dwivedi on Customer Success / Sales Alignment

We align territory and segment coverage by anchoring Sales and Customer Success to a single, consistent segmentation model, reinforced through clear governance and system...

While ownership of upsell and cross-sell opportunities has historically been with Sales, I view post-sales as a pre-sales.CSMs are close to the customers, have deep unde...

A complete Sales to CS handoff in CRM is defined by clear customer context, what problem are we solving, what was sold, what success looks like, and what happens next sup...

In most cases, CSMs are already engaged in the account and have the full context and insights. For new accounts or unassigned CSMs, a structured handoff is critical to en...

Customer Success is involved early across all deal types to ensure alignment from the outset.CS engages during solutioning to align on business outcomes, define success c...