Mark Osborne explains how customer success, marketing, and sales work together as a strategic hub. Customer success brings the customer voice, marketing signals market direction, and sales catches frontline signals. These three functions should guide product decisions, segment choices, and commercial strategy.
which certainly sounds like you're doing it right, it becomes such a strategic sort of nexus of information because you've got customer success serving as the voice of the actual customer, marketing serving as the voice of where the market is heading, sales giving you that frontline heartbeat as to what's actually working, which then guides the strategic direction of the company, where you are building new features that deliver specific benefits as to why are we doing it for this segment of the marketplace that is going this direction? And are we forsaking any segment of our current customer base? And how is this actually hitting the ground in sort of the activation across the sales? And so when done right, that that this revenue commercial function, as you call it, can be such a strategic insight
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