Course Outline (5 Modules):

Module 1: Foundations of Customer Success & Sales Collaboration

• Defining roles of Sales and Customer Success in customer lifecycle

• Breaking silos: Building a unified revenue approach

• Shared metrics: Retention, expansion, churn reduction
  Case Study: How aligning Sales & CS increased retention in SaaS

Module 2: Tools for Seamless Handoffs & Tracking

• CRM platforms for shared visibility (Salesforce, HubSpot, Dynamics 365)

• Automating workflows between Sales and CS

• Using Excel for pipeline and retention tracking
  Practical Exercise: Build a CRM handoff playbook

Module 3: Data-Driven Collaboration

• Power BI dashboards for shared sales + CS KPIs

• Identifying churn risks and upsell opportunities with analytics

• Using AI tools for customer sentiment tracking
  Practical Exercise: Create a Power BI “Revenue Collaboration Dashboard”

Module 4: Communication & Joint Value Delivery

• Conducting joint customer reviews and QBRs (Quarterly Business Reviews)

• Storytelling and consultative approaches across teams

• Leveraging LinkedIn Sales Navigator for joint client research
  Case Study: Sales + CS joint strategy leading to 30% upsell growth

Module 5: Capstone – Building a Sales & CS Collaboration Playbook

• Designing workflows for collaboration at each buyer journey stage

• Creating joint success plans and expansion strategies

• Simulation: Sales and CS role-play for upsell and renewal meeting
  Capstone Project: Develop a Sales-CS Collaboration Framework for your organization