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Who should own the customer data? Customer success or Revops or Sales or another department?

Lauren Davis

BuildOps VP, Revenue Operations • 3y

The answer is, it depends. It depends on exactly what you're referring to when you say "customer data," how your org is setup, and where the data lives. Customer data i...

4,963 Views

Consistent revenue growth and renewals are both touted as super important in my org, but net new sales seems to be more important to leadership than retention. How can a revops role help with that?

Akira Mamizuka

LinkedIn Vice President of Technology and Product Operations • 3y

At LinkedIn we use the TAM (Total Addressable Market) approach to tackle this problem. First, we separate the "New Business TAM" from the "Existing Business TAM", in orde...

2,029 Views

Do I need to have a CS ops role? When should I think about one if we don’t have one. Should this role report to Revops or somewhere else?

Shona Fenner

PetDesk Sr. Customer Success Operations Manager • 3y

Well... does your team use repeatable processes? Do you send customer communication campaigns? Do you need better customer insights or to start determining the "health" o...

969 Views

How can revops and the CS leader work together without anyone feeling like revops is “stepping on cs toes?”

Sowmya Srinivasan

HubSpot Vice President of Revenue Operations • 1y

When I think of CS Leader and the revops leader, to foster a strong partnership they need to be, and operate as two peas in a pod. This means - Shared goals: The CS leade...

763 Views

Isn’t revops just reporting and dashboards? Why does CS need more of that?

Sowmya Srinivasan

HubSpot Vice President of Revenue Operations • 1y

Ouch! Well, I am so glad to be responding to this question. First, let me start by saying Revenue operations (RevOps) is so much more than just reporting and dashboards. ...

1,629 Views

Marketing and sales don’t understand the reasons that drive lost renewals and they just seem to blame CS. How can revops help align with all departments so that we can all work together to understand the challenges facing renewals?

Akira Mamizuka

LinkedIn Vice President of Technology and Product Operations • 3y

Correlation between Go-to-Market actions and renewal success is one of the most studied areas in SaaS firms. Although the answer will vary for each firm, having a data dr...

3,114 Views

My org has a completely separate ticketing system for CS issues that is siloed to only CS reps. What’s the best way for revops to help with this situation? Why is it important to remove a silo like this?

Akira Mamizuka

LinkedIn Vice President of Technology and Product Operations • 3y

Although I am not a Systems expert, I have experienced this challenge as part of my RevOps career. From my standpoint, the root cause maps to the fact that most CRM Syste...

2,901 Views

Why should customer success and revops be aligned or work together? What’s the tangible benefit?

Lauren Davis

BuildOps VP, Revenue Operations • 3y

RevOps’ role is to understand the entire customer journey, each team’s role, the company strategy, and how all those pieces mesh. While each GTM team (sales, marketing, c...

4,169 Views

Revenue Ops Stakeholders · Customer Success / Revenue Ops Alignment