Cultivating Key Internal Relationships

Question 1

Explain why can’t Customer Success do everything alone

Answer 1

Simple, its a Team sport. It requires everyone in the company to collaborate effectively for driving mutual success. The CS Team simply orchestrates this dynamically - they help drive a culture of collaboration.

Question 2

How can CS help relation to the Product Team be improved/strengthened?

Answer 2

1) Consolidate Customer Feedback (monthly pulse or report shared)
2) Organize focus groups (CS can take ownership on facilitating it)
3) Help measure adoption (feedback on new features can be fed to Product Team)
4) Identify beta testers (CS should feed in names/lists)
5) Help prioritise bugfixes.

Question 3

How can CS help relation to the Marketing be improved/strengthened?

Answer 3

1) Uncover interesting customer stories
2) Provide customer-generated content
3) Help refine messaging (for websites, collaterals etc.)
4) Source conference speakers and timely PR quotes
5) Distribute content and amplify voice

Question 4

How can CS help relation to the Sales be improved/strengthened?

Answer 4

1) Get qualified, warm referrals
2) Provide quality and timely references (during the sales process)
3) Assist with objection handling (connecting existing customers with prospects)

Question 5

What are the great tips for building strong internal relationships?

Answer 5

1) Share your goals. (What you are being measured by; be careful)
2) Alignment and incentives (everyone has to work towards the same goal)
3) Celebrate the wins together (brag, brag and brag, recognise team effort)
4) Recognize who contributed to the win
5) Learn though lessons - together (sit down and reflect)
6) Present a united front in the face of adversity (don’t blame single people for failure, or badmouth any. We’re one company)