HOT TAKE:

Revenue generation does not rest solely on the shoulders of sales and marketing teams.

Every member of an organization has a vital role in the revenue equation, and a well-executed plan is the key to sustainable success.

In this episode, Kristi Faltorusso, Chief Customer Officer at Client Success, shares the strategies and mindsets she uses in her organization to cultivate a one-revenue team.

As you’ll hear, it’s all about ensuring team alignment with a North Star metric and sustaining that original plan throughout all quarters, not just the first.

In this episode, you’ll learn:

How the shape of your customer success efforts depends on your big-picture business goals

How accountability and ownership are critical ingredients for successful customer success teams

Why metrics don’t exist in a vacuum; checking them against others helps you determine their accuracy

Things to listen for:

[02:04] Introducing Kristi

[04:35] What it means to be a one-revenue team

[09:43] Aligning teams under a North Star metric

[11:26] The challenge of enablement

[14:41] Rethinking CSM processes

[19:47] Tracking short, medium, and long-term goals

[26:09] Investing in customers

[30:34] The most ridiculous thing Kristi had to do