Send us a textIn this episode of the Customer Success Playbook Podcast, host Kevin Metzger interviews Sadee Akhtar, a tech leader specializing in optimizing collaboration between customer success (CS) and professional services (PS) teams. Sadee shares six key insights on improving team dynamics during the onboarding process, emphasizing the importance of data-driven decision making, aligning on customer journey design, and ensuring smooth handoffs between teams.Detailed Analysis1. Data-Driven Approach to OnboardingSadee emphasizes the importance of balancing quantitative data with qualitative insights when designing the onboarding process. She notes that gathering a comprehensive view of the customer journey often requires multiple layers of investigation, as different teams (sales, CS, PS) may use various systems to track customer data. This holistic approach ensures that teams can identify pain points and areas for improvement more accurately.2. Aligning on Customer Journey DesignThe discussion highlights the critical need for establishing design principles that reflect both customer and business needs. Sadee recommends:Creating ease for both the organization (efficiency) and the customer (optimized experience)Adopting simple, straightforward principles focused on designing with the user in mindAligning these principles across all post-sales teams to ensure consistency3. Effective Tooling StrategiesThe conversation delves into the challenges of selecting and implementing tools that enhance collaboration between CS and PS teams. Key points include:Choosing tools that align with customers' work styles (e.g., Jira for software engineering clients)Considering both large-scale systems and smaller communication tools (e.g., Slack channels, conferencing systems)Leveraging tools to facilitate feedback collection and improve the overall customer experience4. Streamlining Handoff ProcessesSadee stresses the importance of a well-designed handoff process between sales, PS, and CS teams. She suggests:Clearly defining responsibilities for each stage of the customer journeyAutomating information collection where possible to reduce manual handover tasksFocusing on key information rather than overwhelming teams with unnecessary details5. Addressing Common ChallengesTo tackle challenges in CS and PS collaboration, Sadee recommends:Investing in a well-defined customer journey that all teams understandSetting realistic and achievable goals (e.g., OKRs) for implementation timelines and value deliveryMaintaining open communication channels between teamsBuilding strong relationships and empathy with customers6. Post-Go-Live Support ConsiderationsThe discussion touches on the importance of planning for post-go-live support during the onboarding process. This includes:Understanding what needs to be done during onboarding to ensure smooth post-go-live supportRecognizing the constraints of professional services budgets and tiPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

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