Customer Success / Sales Alignment

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...

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...

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...

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

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...

This is an interesting questions. Here some ideas to consider. Consistency starts with one rule: one single, shared, always-up-to-date library that everyone actually uses...

My core belief: Renewals are a shared outcome, but negotiation is a specialist skill. CS should make renewal a complete non-event through value delivery and risk removal....

I’m probably going to disappoint the tool junkies, but after 15+ years fixing broken Sales–CS alignment at dozens of companies, my strong opinion is this: The highest-lev...

We each run our own motion, but then we come together at the LT to present a combined number. I have 3 core components to how I run my renewals:1. Forecast call - bi-week...

We regularly discuss this at LT meetings. I'll quite often do a churn retro or an overview of what's causing us risk, pull out the themes and present them back to the LT ...

Our set-up is a little different here as we don't have Solutions Engineering right now (actually our technical implementation team take on this role). Context: Our CSMs o...