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How do you foster collaboration and communication between customer success, sales, marketing, and other departments within the organization?

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4 Answers
Customer Success Leadership
  1. Agatha Hood
    Agatha Hood

    Unity Vice President Operations & Customer Success • 10mo

    Collaboration with each department requires a different approach because each team works differently and has different goals.

    • Sales: We work one on one in territories sharing KPIs and account plans.

    • Marketing: Depending on whether we’re working on customer communication or events, collaboration happens in periodic meetings or working groups.

    • Executive Level / Other Partner Teams: Our goal is to keep each other informed and overcome hurdles for our teams through good alignment and communication. 

    773 Views
  2. Cormac Kelly
    Cormac Kelly

    SurveyMonkey VP of Customer Success | Formerly Microsoft • 1y

    I love this question - because this is a hard one to get right, and to be honest, its something that needs to be constantly worked on. The place I like to start from is that there needs to be a shared understanding of priorities and goals, and a realization that sometimes these goals will overlap nicely, but sometimes they will not. If you take the example of customer success and sales, sales want to expand a customer, but customer success sometimes feel that to keep the customer at any costs is ...Read More

    1,194 Views
  3. John Brunkard
    John Brunkard

    Salamander Advisory Customer Success Advisor | Formerly Adobe, Sitecore, Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic • 2y

    Here are some of the ways that we use to foster collaboration and communication between customer success, sales, marketing, and other departments within the organization.   Conduct Regular Sessions with Internal Stakeholders: Customer Success Leaders schedule routine cross-functional sessions with internal stakeholders. During these sessions, we share insights on the role of Customer Success and how it contributes to the organization's success. These sessions are an opportunity to communicate su ...Read More

    1,123 Views
  4. Natasha Evans
    Natasha Evans

    Hook VP Customer Growth • 1y

    It all starts with you (really it starts with leadership but even if you’re not a leader this works) taking the initiative. Find out what these departments are working on and care about, share what you’re working on and how it might help drive company goals to work on these things together

    Share more openly about how you’re targeted, ask how they’re targeted and how you can help. 

    Build joint plans, share your success and shout out the departments that you worked with.

    453 Views

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