One of the biggest challenges in aligning sales and post-sales teams is the lack of shared metrics. When these teams operate with different priorities, the customer experience suffers. Establishing shared metrics ensures everyone works toward the same goals, creating a seamless journey from acquisition to retention.

Why Shared Metrics Matter

Sales teams focus on closing deals, while post-sales teams prioritise retention and satisfaction. Without alignment, this can lead to miscommunication, dropped handoffs, or unmet customer expectations. Shared metrics bridge this gap, aligning teams around common objectives that benefit both the business and the customer.

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Key Shared Metrics to Consider

• Customer Retention Rate (CRR): Both teams should focus on retaining customers after acquisition. This metric highlights the value of long-term relationships.
  • Why it works: Sales secure the initial deal, while post-sales ensure continued satisfaction, driving renewals.
• Customer Lifetime Value (CLV): This measures the total revenue a customer brings over time.
  • Why it works: It encourages sales to prioritise high-value customers and post-sales to maximise their engagement and satisfaction.
• Net Promoter Score (NPS): A reflection of customer satisfaction and loyalty.
  • Why it works: Sales set expectations during the buying process, while post-sales deliver on promises, impacting NPS scores.
• Time-to-Value (TTV): The time it takes for a customer to see value from your product or service.
  • Why it works: Sales need to set realistic expectations, and post-sales must ensure efficient onboarding and quick wins.
• Expansion Revenue: Revenue from upsells, cross-sells, and renewals.
  • Why it works: Sales identify opportunities, and post-sales nurtures relationships to secure additional revenue.
• Churn Rate: The percentage of customers lost over a specific time.
  • Why it works: Sales teams can prioritise acquiring customers with a strong fit, while post-sales teams focus on retention strategies. Both teams share responsibility for reducing churn.
• Onboarding Success Rate: The percentage of customers who successfully complete onboarding within a set timeframe.
  • Why it works: Sales ensures accurate handoffs, and post-sales ensures smooth onboarding. Success here sets the tone for long-term satisfaction.
• Adoption Rate: How many customers are actively using the product/service features.
  • Why it works: Sales sets realistic expectations about the product’s value, and post-sales ensures customers fully utilise its capabilities.
• Deal Handoff Accuracy: The completeness and accuracy of information shared between sales and post-sales during handoff.
  • Why it works: Ensures a seamless transition, minimising friction and creating a positive customer experience from the start.
• Customer Escalation Rate: The percentage of customers who escalate issues beyond the support team.
  • Why it works: Helps both teams understand how well customer expectations were set (sales) and met (post-sales).

Building Alignment

To make these metrics effective, teams need:

• Transparent Communication: Regular meetings to review progress on shared goals.
• Integrated Tools: A unified CRM or analytics platform to track metrics across the customer journey.
• Collaborative Accountability: Joint accountability for outcomes like retention and revenue ensures both teams contribute to success.

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Final Thoughts

Shared metrics unify sales and post-sales teams, creating a customer-centric approach that drives growth and loyalty. By focusing on common goals, businesses can ensure a smoother customer experience and a stronger bottom line.