Created by:
James Shaw
Making sure you start off on the right foot with customers is a must. Each department will work towards a different stage in the customer buying cycle and will hand over the customer to the appropriate team as they progress in their journey.
Once the customer has completed their transaction, they go from being acquainted with the sales representative, to their post-buyer relationship with the customer success team. To avoid any confusion, it’s imperative that you make sure the customer knows who they’re dealing with.
If there isn’t a seamless handover between sales and customer success, the customer isn’t going to have a positive experience. You want to instill confidence in your customer; they need the reassurance that they’re being transferred into capable hands.
Being passed pillar to post isn’t just bad service - it means the customer’s less likely to recommend your company to others. If this friction goes untreated, it might cause the customer to cancel their subscription. To prevent this escalating to customer churn there needs to be the right email protocol in place between sales and customer success.
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