How do we grow our customer success or service delivery experts into true ambassadors? If we fix the problem and also fix the customer, that customer will buy more from us.

Sales alert … again! The House Of Services (www.thehouseofservices.com) have developed the Services Ambassadors program to grow Services professionals into Services ambassadors: ‘If we fix the problem, AND we also fix the customer, that customer will buy more from us!’ This is the biggest gold mine for our clients, if their Services ambassadors identify new leads and opportunities in existing customers, so that Sales can focus on the acquisition of new logos. Marketing, Sales and Services … 1 Revenue team!

How do you ensure that sales, marketing and customer success act as one revenue team?

The key is fixing the handover moments between teams — that’s where revenue leaks.

Three things to address:

  1. Define your MQL together. Marketing and sales need one shared definition of a qualified lead.
  2. Document deal scope at close. Sales must hand off full context to delivery so onboarding doesn’t fail.
  3. Loop CS back into revenue. When customer success spots new opportunities, make sure marketing or sales actually follows up.

That last point is your biggest lever. Your CS and delivery people have client trust. Turn them into ambassadors — a customer whose problem gets solved will buy more.