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?

✌️ Growing Pains
🏢 Org Chart
😤 Conflict Resolution
7
Blackwargreymon
Politicker
1
MDR
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.
Clashingsoulsspell
Politicker
1
ISR
AE and CSM have weekly or bi-weekly meetings to improve and collaborate.
poweredbycaffeine
WR Lieutenant
0
☕️
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
1
Commercial Product Enablement
Agree a solid process documentation is the way to go. 
mistamor
Opinionated
0
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
MinisterOfChaos
Politicker
0
Commercial Account Executive
How far do you scale this?
The reason I ask is that, traditionally, CSMs are being fed by multiple AEs. This accounts for AEs performing at different levels at different times.

In your example, you're scaling your CS org at the same rate as your Sales org. I'm not sure that makes sense.

Agree with everything else though; there has to be mutual accountability and responsibility for an effective pre- to post- handoff that is geared towards the customer's best interests.
MR.StretchISR
Politicker
0
ISR
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.
Mr.Floaty
Politicker
0
BDR
I always bring them on during very technical demos and there is always one on standby.
Cyberjarre
Politicker
0
BDR
Don't have one now but have in the past. I've had a lot of good/great ones over the years.
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