Customer Success & RevOps

Imagine a seamless handoff from sales to implementation, driving positive customer satisfaction scores. Imagine a continuous feedback loop that improves customer experience, reduces implementation friction, increase expansion rates, and creates a predictable renewal framework. 

That’s all possible (and more) when you use a RevOps framework to tackle your biggest, messiest, and critical business problems.

Elevating Customer Success with RevOps

RevOps follows the money -- including initial signed contracts to renewals. That’s why a RevOps framework is different from other business strategies. At Alternative Partners, we use a systematic framework to find an organization’s inefficiencies that block scalable revenue growth. Essentially that means we align the processes upstream so when it comes to onboarding clients, everyone is on the same page. Implementations go faster with less hitches. Clients are happier because what they’re promised by sales actually gets delivered. Renewals are easier and more profitable. 

So, how do we do that? It really hinges on your organization’s business goals and its current processes that facilitate handoffs between marketing and sales before it arrives to Customer Success and finance. From Customer Success’ perspective, we tackle sticking points like:

  • Eliminate friction points caused by client misperceptions of what’s sold and what’s actually implemented

  • Streamline the handoff processes and reduce non-standard use cases

  • Visualize book of accounts to focus on important work that drive revenue and meet quotas

  • Identify risk factors and financial flags that inform short term gains vs. long term value

  • Show net recurring, churn, upsell, and uplifts into a Single Source of Truth dashboard

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.

FAQ

What is customer success operations vs. revenue operations?

Customer Success Operations ensures customers receive what they expect and agree to in the sales process. RevOps ensures that the hand-offs between departments (from marketing to sales, sales to success, and success to finance) are smooth and efficient.

How do you optimize sales to customer success (CS) handoff?

A successful hand-off experience involves factors such as keeping CS in the loop, accuracy and transparency in the sales process, and meeting (and hopefully exceeding) customer expectations. A RevOps partner or team helps sales, CS, and the client by eliminating misinformation and confusion, reducing non-standard use cases, identifying risk factors and financial flags, as well as reporting key metrics into a shared dashboard used across the organization.

Is customer success (CS) part of sales or operations?

Where CS sits in the org chart depends on the organization. Frequently CS is separate from sales, as team members are focused on onboarding new customers and retaining or upselling to existing customers. While both sales and CS use data contained customer relationship management software (CRM), CS is focused on the onboarding process and servicing of clients.