Unchurned - The No. 1 podcast for Customer Success
Bridging Sales and Post-Sales to Build a Customer-Centric Revenue Strategy ft. Margaret Wise (ActiveProspect)
Jan 1, 2025
Margaret Wise, Chief Revenue Officer at ActiveProspect, shares insights from her extensive career in sales and CRM. She discusses the importance of aligning sales and post-sales strategies for enhancing customer experience and reducing churn. Topics include transforming compensation incentives to promote long-term customer relationships, ensuring seamless handoffs between teams, and the role of AI in marketing and customer onboarding. Wise emphasizes the value of understanding customer needs and building sustainable relationships.
20:13
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Quick takeaways
- Aligning sales incentives with long-term customer success and ideal customer profiles helps minimize churn and enhance customer experience.
- Utilizing AI tools in customer support and engagement can significantly streamline processes and improve overall client relationships.
Deep dives
Sales and Customer Success Alignment
Understanding the dynamic between sales and customer success is crucial for minimizing churn. It is essential to ensure that sales teams do not oversell to customers, as this can lead to dissatisfaction and potential churn when clients feel they did not receive the value they expected. A focus on customer-centric approaches allows companies to view the sales process as part of a larger relationship, ensuring customers are guided through the journey from stakeholder engagement to implementation without unnecessary friction. This holistic view emphasizes that customers prioritize obtaining value from their investments over the distinction between roles in the sales process.
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