Sales & Customer Success Audit helps B2B subscription businesses identify gaps between sales and customer success. Through process reviews, interviews, and best-practice benchmarks, we uncover friction points in onboarding, handovers, and collaboration – and provide clear recommendations to improve retention, customer experience, and long-term value.
Key Activities & Deliverables
Phase 1: Review of Workflows and Handoffs
Step 1:
Observation of processes in Sales and Customer Service
Step 2:
Documentation of digital traces related to the customer
Step 3:
Interviews with key colleagues
Step 4:
Interviews with newly onboarded customers
Phase 2: Development and recommendations for a new and improved process
Step 1:
Development of a catalog of initiatives with suggestions for improvement
Step 2:
Joint workshop featuring discussion and decision-making on initiatives
Step 3:
Final recommendation for a new process
Step 4:
Final report on the developed process
Phase 3: Implementation of a new process and team training
Step 1:
Establishment of feedback mechanisms and a collaboration model
Step 2:
Implementation of new processes in existing or new systems
Step 3:
Development of a playbook for a new process
Step 4:
Training sessions with employees in both departments
Results & Customer Value
The Sales & Customer Success Audit delivers clear, actionable insights that strengthen the connection between Sales and Customer Success. You gain improved onboarding and handover processes, stronger collaboration across teams, and a more consistent customer experience, resulting in higher retention, increased customer lifetime value, and a more scalable B2B subscription business.
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