How do we break down silos?

Just do it! Marketing, Sales and Services (Delivery) or Customer Success … 1 Revenue team! Make sure that customers receive the attention they deserve also and especially at these hand-over moments during the customer journey. Document these hand-overs and agree on the SLAs, e.g. What is an MQL? (from Marketing to Sales), What is the scope of work? (from Sales to Services Delivery), What x- & upsell leads and opportunities do we have? (from Customer Success to Marketing/Sales)

We win or lose TOGETHER!

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.