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The Engagement Triangle
- The Engagement Triangle is a strategic combination of Sales Account Executives, Customer Success professionals and Product Teams that interact directly with the customers to create revenue.
- The Engagement Triangle encounters issues related to divergent timelines of priorities. A focus on the future, a focus on the now, and a focus on past promises creates natural friction between the objectives of these resource-limited teams.
- Feedback loop plays a vital role between Sales and Customer Success that helps in shaping the direction of products and services.
- Sales plays a crucial role in communicating the product’s value proposition and driving revenue, however, missed quotas and revenue friction can occur, which is often due to inaccurate feature validation by Product Teams.
- Customer Success is equipped with the front line's perspective of product bugs, glitches, or gaps rectified to ensure sales and build lasting relationships.
- A seamless handoff between Sales Account Executive and the Customer Success Manager ensures that promises made during the business development process are well documented, understood, and executed.
- The Product Team, with Engineering, Design, and Product Management, identify and deliver value to users by prioritizing product innovation.
- Alignment fosters improved customer experiences, meaningful product evolution, and secures sustained market success.
- Product, Sales, and Customer Success teams need to be aligned to collaborate and create value and revenue.
- Balancing the expectations of internal stakeholders with the needs of external customers can be a tension field for Product Teams to navigate.
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