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TSIA is frequently asked when and how the customer success organization and a company’s customer success managers (CSMs) should be involved in the pre-sales and closing motions. We get inquiries as to how to make the handoff between sales and customer success more effective. This paper will discuss those challenges and TSIA’s best practices surrounding them, validated through extensive industry research.
The sales and customer success relationship, however, is far more than just figuring out “who does what and when.” In order for the customer success organization to be able to drive adoption and expansion on the way to renewal, the sales team has to land the right deal in the first place. Sales and customer success have to be deeply aligned, not just in theory, but in process, policy, and technology.
Vice President and Managing Director, Revenue Research and Advisory, TSIA
Director, Customer Success Research, TSIA
Publish Date: July 28, 2022
TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.
Peg Rodarmel, SVP, Subscription Services, Infor
The Technology & Services Industry Association (TSIA) is dedicated to helping technology and services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.