The Customer Experience Podcast
The Customer Experience Podcast

Episode · 2 years ago

10. Does Your Sales Team Hurt Customer Success? w/ Nick Hart

ABOUT THIS EPISODE

Sometimes it’s a bad thing when the sales team closes the deal.

Customer experience often starts with the sales team promising something that the customer success team can’t deliver.

We asked Nick Hart, Customer Success Manager at Outreach.io (a sales engagement platform), how to make sure that the sales team and customer success team are all on the same page.

Salespeople frequently have the mentality of just getting deals across the finish line.

From a financial point of view, the sales team needs to be incentivized to prioritize prospects who are most likely to renew.

In this episode we discuss:

  • The Perils of Productivity
  • Customer Success Metrics
  • Where Sales Causes Problems
  • Who Should Send Marketing Materials?
  • Bring Your Executive to Work Day

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