369: How to Get Sales and Customer Success to Work Together with Daisy Chung

·33 min·3 clips

Daisy Chung explains why revenue depends on sales and customer success working together, not in silos.

Colin Stewart hosts Daisy Chung, head of revenue strategy at Aurum, on the Predictable Revenue Podcast. The episode focuses on bridging the gap between sales and customer success teams. Chung begins by explaining that revenue depends on all departments working together, not just sales or CS alone. She notes that as companies grow and specialize, departments become siloed, leading to misaligned goals—for example, sales might focus on small clients while CS prioritizes large ones. This misalignment can cause finger-pointing and inefficiencies. Chung emphasizes the importance of aligning compensation plans to reflect shared objectives, such as incentivizing multi-year deals. She discusses segmentation strategies, advocating for double segmentation by industry and persona to create tighter sales and CS processes. The host references Mark Roberge's experience at HubSpot, where misaligned incentives led sales to sell churn. Chung argues for involving product teams in revenue discussions, stating that product drives long-term retention and should be mission-driven. She shares how Aurum holds regular leadership meetings to align departments around a common mission. Chung also suggests hiring sales reps with a CS mindset and CS reps with sales skills to foster empathy. The episode concludes with a brief overview of Aurum as an AI-driven conversation platform aimed at facilitating quality conversations. Throughout, Chung uses examples from Aurum and her past work to illustrate key points about collaboration, iteration, and holistic revenue optimization.

As heard by us

A practical look at how incentives and shared playbooks shape the sales-to-customer-success handoff.

Sales and customer success can pull in different directions when specialized roles and incentives do not point toward the same outcome. Colin Stewart's conversation with Daisy Chung, head of revenue strategy at Aurum, grounds that tension in a HubSpot example Stewart links to…

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Why you'd press play

You want sales and customer success working from the same revenue story, especially when handoff data starts pointing fingers in the wrong direction.

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