Revenue generation does not rest solely on the shoulders of sales and marketing teams.
Every member of an organization has a vital role in the revenue equation, and a well-executed plan is the key to sustainable success.
In this episode, Kristi Faltorusso, Chief Customer Officer at Client Success, shares the strategies and mindsets she uses in her organization to cultivate a one-revenue team. As you’ll hear, it’s all about ensuring team alignment with a North Star metric and sustaining that original plan throughout all quarters, not just the first.
In this episode, you’ll learn:
- How the shape of your customer success efforts depends on your big-picture business goals
- How accountability and ownership are critical ingredients for successful customer success teams
- Why metrics don’t exist in a vacuum; checking them against others helps you determine their accuracy
Things to listen for:
04:35 What it means to be a one-revenue team
09:43 Aligning teams under a North Star metric
11:26 The challenge of enablement
14:41 Rethinking CSM processes
19:47 Tracking short, medium, and long-term goals
26:09 Investing in customers
30:34 The most ridiculous thing Kristi had to do
