Align Your Promise Makers And Your Promise Keepers

Customer success (CS) and sales teams that are incentivized to focus solely on their own goals and metrics do so at the expense of their company and their customers. Misalignment leads to missed customer expectations and unfulfilled promises, eroding trust and damaging retention. To address this problem, CS and sales leaders must prioritize collaboration and change their processes to make good on their mutual commitments. This report outlines the core principles that can help CS and sales leaders transform their teams into a high-performing revenue organization that drives customer and company success.