Mastering the Modern Sales-to-CS Handoff

The handoff between Sales and Customer Success can be a make-or-break moment in the customer journey. Done well, it sets a strong foundation for customer engagement, adoption, and long-term success. But done poorly, it can lead to confusion, missed expectations, and ultimately, churn. Many handoff processes haven’t kept pace with today’s multi-stakeholder buying processes and the need for priority-aligned solutions that deliver quantifiable results valued by company leaders and decision-makers. The Current Challenges of Sales-to-CS Handoffs Let’s start by understanding the key challenges that make sales-to-CS handoffs so complicated: Multi-Stakeholder Dynamics: The days of selling to a single decision-maker are…

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December 10, 2024

Hiring / Marketing / Strategy

Top Traits of a Successful Marketer: Insights from over 15 Years in the Field

As someone who’s seen success in both marketing and sales, Tijana Rackov has a unique perspective on what it really takes to thrive in these fields. Her experience has shown that while metrics and trends matter, long-term success is built on qualities that go deeper—qualities like creativity, adaptability, and an unrelenting drive to solve problems. If you’re hiring for a marketing role or looking to sharpen your own skills, here’s Tijana’s advice on the key traits that truly set successful marketers apart. Thanks, Elizabeth! Having spent years across marketing, sales, and operations, I’ve seen firsthand that the best results come…

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November 6, 2024

Customer Success / Hiring / Strategy

Top Behavioral Traits of a Successful Customer Success (CS) Person: A Guide for Hiring, Coaching and CS Success

In a true customer-centric business environment, Customer Success Managers (CSMs) play a pivotal role in ensuring long-term client satisfaction and retention. The cost of retaining an existing customer is significantly lower than acquiring a new one—research shows that it can be up to five times more expensive to bring in new customers. CSMs, therefore, are critical in maximizing customer lifetime value by fostering strong relationships and solving customer problems before they lead to churn. Beyond technical skills and knowledge of the product, successful CSMs must possess specific behavioral traits that help them build lasting client bonds and contribute to the…

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November 6, 2024

Hiring / Sales / Strategy

Top Behavioral Traits of a Successful Salesperson: A Guide for Hiring, Coaching and Sales Success

In sales, the ability to hit quota consistently is seen as the ultimate measure of success. But any experienced sales leader knows that understanding the qualities that make a great salesperson successful goes far beyond just meeting numbers. The most successful sales professionals possess certain behavioral traits that not only help them close deals when the market and momentum is in their favor but also the qualities needed to sustain long-term success in an ever-changing market. As a sales leader, understanding these traits can not only help you build a high-performing team but also guide you in the hiring process.…

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November 6, 2024

Customer Success

Discovery Skills for Identifying the Root Cause of Churn Risks

When we hear the word “discovery,” it’s usually in the context of sales. But here’s the thing: Discovery is just as crucial for Customer Success—especially when working with existing customers. It’s a skill that often gets overlooked, and that’s a problem. Why Discovery is Critical for Customer Success When a client becomes a churn risk, the first thing you should do is conduct churn risk discovery to understand what’s really going on. But too often, this step gets skipped. Think about it: When a client hints at canceling or hesitates to renew, what happens? Panic mode! Suddenly, it’s all hands…

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October 30, 2024

Thank you!