Identify, monitor, and execute timely account expansions with real-time reports and indicators.
Proactively identify at-risk customers and prevent churn using automation, early warning insights, and more!
Understand your customers interactions with your product and make informed product success decisions.
Define and track onboarding by phase, user progress, account, and portfolios.
Intelligence-driven, scalable insights for onboarding, adoption, retention, and revenue growth.
Handle this critical component of the post sales customer journey.
We aren’t just any Customer Success platform. We have the insights, imagination, and technology that others don’t.
Get a complete view of your customer and all their moving parts.
Deliver consistent customer experiences and repeatable success.
Create the right scoring system for your organization.
Create alert rules that are flexible.
Manage, analyze, and optimize your customer interactions.
Track your tasks easily by account, product, and outcome categories for better efficiency.
Create dynamic segment across accounts and users.
Drive adoption, upsell and cross-sell using extensive product data.
Automate your actions, alerts, playbooks and more.
Proactively uncover key insights and receive data-driven recommendations for your team.
Transcribe your calls and catch key phrases used by customers to trigger actions.
Improve decision making and actions for enhanced outcomes.
Unlock value from your data with our embedded Business Intelligence solution.
Meet the industry’s first virtual assistant (SIA) designed for customer success and account management.
Our core values, team, and community
Get in touch anytime.
Don’t miss an episode of the Customer Success Intelligence Podcast
Our annual survey captures the current state of CS Intelligence and automation.
Resources for new and seasoned Customer Success teams.
Features and SDKs you can integrate into your apps.
Calculate the potential ROI you could achieve with SmartKarrot CS.
When we talk about what part of the company is technically the inner voice of the customers, the answer usually turns out to be customer success management. In fact, the best companies recognize the use of good communication and how that can add value to the sales process. Delving into other aspe
When we talk about what part of the company is technically the inner voice of the customers, the answer usually turns out to be customer success management. In fact, the best companies recognize the use of good communication and how that can add value to the sales process. Delving into other aspects of customer culture positions the clients for success once they become brand advocates. This blog is going to walk you through the easy alignment of sales and customer success.
The initial catalyst, or the very reason the customer decided they need your solution – doesn’t go away once they buy. In fact, it actually gets stronger once they’ve made that commitment. And sales communicating that catalyst to Customer Success not only sets the customer up for success but also the company.
So you must remember both Sales and the Customer Success Management organizations hold a treasure trove of useful knowledge on your customers. You can then tap into grow new business sales and drive in-account expansion. And to know about why do we need to align both the terms and how do we do that, read on.
It’s a given that references are a critical part of the sales process. Also, refrain from asking the same client for a referral. Note that asking customers to reference when they are on a positive success vector or the ones who have hit a logical success milestone, can easily drive a surplus supply of valuable references.
This is when the sales team can receive leverage. This is will eventually drive the customer success team with upsells and cross-sells too.
A Success Plan to capture target KPIs, expected ROIs, and desired timelines for each customer. This plan should become the main working document for CSMs past the onboarding phase.
Depending on the roles and responsibilities you set as per the previous steps, expansion may be a joint effort between Sales and CS. It is possible to identify opportunities for upselling, by maintaining regular plans between the two teams.
By maintaining sales insight into the onboarding process, you can improve the scope of future sales by seeing new prospects as they see the value for the first time. Further, sales can see first-hand any gaps between customer expectations and reality.
Every Sales and Customer Success team should define and follow a pre to post-sales handoff process. This gives substantial time for discovery, which can include success metrics, stakeholder identification value drivers, and more.
Being aware of this information right from the start speeds up the return for the customer, which can lead to faster growth, a reduction in churn risk, or both. As key information transfers from one organization to the other, this creates confidence in the client.
Many of them live with the fear that their purchase decision is going to hurt their careers and poor handoffs will bring those fears to the surface more rapidly than any other event.
Churn, though a critical sign, is a lagging indicator. For that, ascertain what stages exist for your customers in the implementation journey? Share this information with the Sales team and solicit feedback on how to uncover potential issues during sales discovery.
A fair number of clients who would be less than successful can be righted with proper expectations set and resources accessed before signing a contract.
A great relationship between Sales and Customer Success is the foundation for successful customer experience. By establishing customer segments, a process for sharing knowledge from the sales process with the Post-Sales team.14
And by feeding back positive and negative observations to Sales, the Customer Success team will ensure that they have the best platform to drive clients to renew and expand.
Kaustubh Sangam is a Customer Success Analyst with 2 years of experience. Committed to delivering exceptional customer experiences and driving business growth. Proficient in leveraging data analysis to optimize customer success strategies.
Published September 17, 2020, Updated June 07, 2023
Embark on a transformative journey with the SmartKarrot-Quint partners...
09 Feb, 2024
Explore the transformative power of omnichannel strategies in today's ...
06 Feb, 2024
Unlock the potential of AI's Predictive Analytics in Customer Success,...
Sign up for SmartKarrot’s newsletter.
See how SmartKarrot can help you deliverwinning customer outcomes at scale.