Introducing The Ascent by Preflight – Your guiding light in the post-sales galaxy!

Join us on a journey of knowledge and connection with The Ascent, where we scale new heights in the world of customer success, professional services, onboarding, and implementation. In each edition, we bring you three exclusive insights from our Preflight community leaders, unraveling the strategies and wisdom that drive success in the post-sales space. Let’s jump right in! ?

Insight #1: When to start invoicing customers: before or after implementation?

Navigating the invoicing conundrum is a critical aspect of sustaining positive cash flow in any business, regardless of size. Srikrishnan Ganesan, Co-founder at Rocketlane, sheds light on the revenue recognition dynamics in the mid-market and enterprise space. While revenue recognition often ties to the go-live phase, Ganesan emphasizes the importance of initiating invoicing once the contract is signed. Learn about invoicing strategies, addressing deployment delays, and fostering effective communication with clients to ensure timely payments. Dive into the nuances of invoicing for success with insights from industry experts. Read More!

Insight #2: Should CS and PS org teams report to the same leader?

The interplay between Customer Success (CS) and Professional Services (PS) is crucial for post-sales success. Preflighters engage in a profound discussion on whether CS and PS teams should report to the same leader. Mikael Blaisdell, Mahesh Motiramani, Rachel Johnston, and others share their perspectives, drawing on real-world examples. Explore the benefits and challenges of aligning CS and PS under a common leader, uncovering the potential for a more streamlined flow of information, and fostering collaboration for a holistic post-sales approach. Read More!

Insight #3: What to do when your sales team over promises to a customer

Sales overpromising can jeopardize business relationships and lead to unmet expectations during implementation, potentially resulting in dissatisfaction or even churn. Deepa Vembu, Senior Director at Zoominfo, and other experts provide practical solutions to address and prevent this challenge. Gain insights into involving the CS team in the sales cycle, transparent communication with clients, and creating a robust plan for project execution. Delve into the experiences and recommendations of seasoned professionals to effectively navigate situations where sales say "YES" when they should have said "NO." Read More!

Join the Preflight Community to delve deeper into these insightful discussions, learn from global leaders, and actively contribute to the conversation. Preflight is a vibrant community of over 3000 leaders and practitioners in customer onboarding, implementations, and Professional Services.