Therefore, the leaders who will occupy this position in each group of employees must be chosen very strategically. Those chosen must demonstrate that they have the qualities and skills necessary to stimulate the productivity of their team.
It is not enough to just worry about the actions that will ensure sales and CS alignment. It is also necessary to use metrics and indicators that can truly show whether the plans being follow are having the expect effect. If they are not, it is possible to make specific changes and ensure that.
Develop a human connection
Establishing a human connection with the customer is important to captivate them, solve their problems and, therefore, promote the success of their relationship with the business. After all, a consumer who is well serv tends to be more loyal to the brand.
To do this, it is necessary to be attentive to each customer, as well as personalize solutions and service to their nes. It also helps to invest in pleasant conversations and occasional interactions, but with a certain teacher data frequency, to show that the company has not forgotten the consumer.
In short, it is important that the customer’s perception is that the company treats them as a real person, and not just as an impersonal number.
Promote collaboration across departments
Previously, you saw the importance of structuring teams intelligently to align sales and Customer Success. But this is useless if teams from both areas do not engage and collaborate with each other. After all, anyone who understands how to align sales and CS knows the importance of having integrat processes.
Consequently, it is essential to define actions that make teams work in harmony, providing differentiat service to customers. To do so, you can encourage and organize a routine of mutual collaboration, with supervise and guide your sales team with well-defin tasks and mobile list processes. For example, stipulating analysis of complaints, churn and The performance of the other indicators with members of both teams, i.e. sales and CS.