Customer Success & RevOps

Streamlining Customer Success Operations with Revops

We’ve found a direct correlation between a customer’s experience and a company’s revenue. Yet delivering a positive customer experience that impacts closed sales and retention rates can be complicated. Positive customer experiences with seamless handoffs separate successful companies that achieve long-term growth from those that profit from disorganized or unrepeatable processes. 

Handoffs Can Be Tricky

When a customer handoff comes from Sales, there are often numerous steps -- including data gathering and scope specifications -- that’s already occurred. If the customer journey has been rocky, it, unfortunately, sets the tone for future interactions that fall to Customer Success Ops to fix. RevOps organizes the processes upstream. So when it comes to implementation and retention, your team has everything it needs to guide customers to a positive outcome.

Solves Customer Success Operations Sticking Points

A RevOps framework is very different from other business strategies. RevOps systematically finds an organization’s inefficiencies that impede scalable revenue growth. We’ve helped all types of organizations realign their teams and processes to tackle the messiest and most critical business challenges. 

In Customer Success operations parlance, it means solving:

  • Mismatched customer expectations

    One surefire way to frustrate or alienate customers is to promise them something in the sales process only to determine it can be delivered by Customer Success. Misaligned expectations can also erode brand trust and market reputation. By systematizing and documenting what’s sold, these Customer Success headaches can be avoided.

  • Missing information that’s critical for smooth onboarding
    Having incomplete information during a customer handoff is not only annoying, it wastes time and money. Often organizations have multiple software platforms that don’t play well with each other. RevOps sifts through Tech Stacks to identify connecting points, misalignments, and data integration needs.

  • Awkward customer handoffs
    Imagine seamless and streamlined handoff processes between marketing, sales, customer success, and finance. When you follow the customer journey and team intersection points, it’s easy to figure out where the inefficiencies and frictions hide. Solve those, teams work better together, and customers feel your organizational love.

  • Underperforming renewal rates
    When your goals are aligned and visible across departments, everyone is committed to your organization’s success metrics. You’ll work together to identify risk factors and financial flags that impact Customer Success operation’s renewal and customer satisfaction rates.

  • Too many non-standard workarounds
    Organizational inefficiencies lurk in one-off workarounds. The first step is to corral the most common use cases and creates a repeatable, efficient process. As a result, the exceptions aren’t really exceptions. If special handling is required, you have an established process to build on.

Why Choose an Alternative Partner?

You’re tired of spinning your organizational wheels.  With deep and broad CRM and RevOps experience, Benjamin Reynolds and his team have successfully mapped out all kinds of operations across a multitude of industries. Alternative Partners specializes in mapping high-level OKRs to day-day-day tactics, improving handoffs between teams, and easing communications. When teams are happier and healthier, they feel more like… well, like teams.