The importance of frequent conversation between the entire lead path.
When reading the book Customer Success by Dan Steinman, Lincoln Murphy and Nick Mehta, he writes about customer loyalty:
This made me understand that attitudinal loyalty is much more difficult to obtain, but it is more interesting. (Of course, any loyalty is interesting)
If it were simple this whole theory would not be necessary. It is known that the philosophy of customer success needs to be throughout the company for it to work. So investing in the theoretical basics of CS is interesting for any company.
How can sales influence CS to get more customers who develop attitudinal loyalty?
Attitudinal loyalty is not something easy to obtain, there are many variables, but certainly, one point to facilitate such loyalty is the lead path process to be with the least possible bad friction so that the customer is really satisfied with the product and with the ease of obtaining and implementing the product.