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Advice on improving relationships between AE/AM & CS

Trying desperately to help fix the communication issues between Sales & CX.


Anyone have any tips on getting a bit more love between these two teams? Anything that's worked in your orgs?

โœŒ๏ธ Growing Pains
๐Ÿข Org Chart
๐Ÿ˜ค Conflict Resolution
2
poweredbycaffeine
Politicker
+7
Bean Juice Drinker | Sales Savant
A well-documented and enforced handover process is what starts off a good relationship when passing deals over to the side of the resistance. It's also advised to do co-parenting calls with new customers during onboarding (if you have formal onboarding) so that there is little room for "Well X told me we can do this, but you're saying we can't?! CANCEL MY CONTRACT" moments.

Something I am instituting as the defacto ops guy at my org is a new set of properties in our CRM that explain more of the details of the deal so that CS has something to refer back to when they can't get ahold of the AEs. Stuff like "Use Case Details" and "Adopted Features" so they know what to hit on and where to focus when they are flying solo.
sales7
Politicker
+5
Sales Enablement Manager
Agree a solid process documentation is the way to go.ย 
mistamor
Contributor
+4
VP of Sales
- create a pod structure, each AE gets a CSM.
- AE and CSM have weekly or bi-weekly meetings to improve and collaborate.
- create a doc of process and procedure on how AE and CS should work together - get them to both sign off on it and any changes made.
- Reward both of them
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