Whatever the nature of your company, success depends on how well you can meet consumer needs. However, Customer Success and Sales must collaborate closely in order to provide for your customers effectively and maintain the viability of your business.
A company’s efforts and initiatives to assist customers appreciate the value of a product and get the most out of it are known as customer success (CS). When users encounter issues, CS representatives are their initial point of contact. They operate as problem solvers, but they also serve as instructors who care about the success of their students (as indicated by the name).
Contrarily, sales refers to activities that lead to the purchase of goods or services. Every organization has a different sales team setup. Most frequently, it is focused on certain regions, goods or target markets.
Sales and Customer Success have a lot in common :
1. They both interact with customers.
2. Both’s focus is on revenue generation.
3. They share key objectives.
Then what makes Customer Success different?
Customer success is centered on the relationship after the transaction. Do you know how a relay race’s runners pass the baton to one another? It’s a useful illustration of how Customer Success and Sales have different priorities. Customer Success typically continues where the sales team leaves off. That comes once a lead turns into a client. They take care to properly onboard the customer and work to maintain their satisfaction throughout the duration of the customer relationship.
Depending on the industry this could entail guiding the customer through new features, resolving their problems with other pertinent teams, or sending instructional materials. Anything to maintain the highest possible levels of client happiness and retention.
This brings us to KPIs that are particular to customer success, which are all about retaining customers and reducing churn.
Customer success is extremely distinct from sales in nature. Despite the fact that they both deal with customers, the former is more transactional while the latter is more instructional.
Sales are heavily driven by financial goals; conversion is their top focus, whereas CS prioritizes the customer experience. The sales team’s responsibility is to convert prospects into paying customers, as was already established. Customer Success is in charge of converting consumers into brand promoters or at the very least, devoted users.
Sales and Customer Success are both interested in the success of the company. The more effectively they communicate, the more probable it is that they will accelerate growth. After all, a successful customer acquisition strategy and a wellthought-out client retention plan are both necessary for business growth. By giving background, both teams can aid one another. Take the customer handoff procedure as an example.
The salesperson who closed the deal should provide all the client information they have. Who they are, what problems they are having, and what benefits they hope the new good and service will provide.
These insights enable the CS team to step in with assurance and ensure that the promises are kept. As a result, the risk of churn is reduced, and loyalty is increased. Customer success can also help grow the customer base by helping out with upselling/cross-selling.
Due to the nature of their jobs, Customer Success and Sales are the two teams that deal with customers the most. To be very profitable, they must do their duties effectively.
It pays money to make sure that your CS and sales divisions collaborate. If you do it well, your client acquisition and retention rates will probably remain stable.
