Notes from Vantage Point Program 04 - Thursday 26th June

Nurturing Cross-Functional Value Proposition with Customer Success

Lynn Marie Viduya was in conversation with guest Murray de Villiers Education Director at SAS.

We discussed these:
✅ Customer Education teams create effective training but awareness or reach is limited and not used.
✅ Customer Success teams drown in escalations that training could prevent
✅ Customers are caught in the middle, getting mixed messages and poor experiences.
✅ Revenue is negatively impacted from poor hand-offs and duplicate efforts.

It was an interactive problem-solving session where all attendees spoke about their real-world experiences.

And so, there was a deep dive into:

❓ Why these critical functions struggle to collaborate effectively
❓ What's actually working (and failing) in your cross-functional partnerships
❓ How to turn this dysfunction into competitive advantage

The reality? Every day teams aren't aligned, costs you customers, revenue, and market opportunity. But when they work together, magic happens - higher retention, faster adoption, and exponential growth.

There were many comments and much discussion from attendees and several interesting chat entries.

Here are the recording, deck, transcript and chat.

Warning: there is a loss of video in the recording after 32 minutes for just over three minutes, but the chart didn’t change. Apologies

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