“I highly recommend the Voice of Value podcast. It was my pleasure to join the distinguished list of guests on the show for a discussion of the transition from prospect to customer, and the associated hand-offs between organizations. Chad Quinn, the host of the podcast, has an easy style and facilitates a genuine dialogue with his guests that is both informative and entertaining. “
In this episode, Steve Silver compares sales, marketing, and customer success to a relay race: marketing begins the race by warming up a lead, passes the “baton” to sales, who passes it onto customer success. But this model, Steve says, is the old way.
We’re experiencing a transformation, where marketing, sales, and customer success no longer interact in a sequential manner, running the customer journey one after the other. Instead, it’s evolving to work like a rugby scrum: all three organizations running concurrently, supporting each other toward the common goal of retaining and growing the customer.
As a result of this new dynamic, a new role called Chief Revenue Officer is emerging that leads both sales and customer success. Sales intelligence platforms are also emerging—and functioning as critical capabilities for tracking customer activity, verifiers, and outcomes.
Listen to more of Steve’s insight in the podcast above.
Want to learn more? To talk to a peer executive about emerging best practices in the new area of sales intelligence and customer tracking, contact us at info@ecosystems.us.