The A.L.I.G.N Framework

Harmonizing Sales, Success, and Marketing handoffs to create a unified Go-To-Market engine.

Foundation

What is Your CS Mission?

A clear mission clarify and focus efforts when looking at segmentation and engagement. Without a unified vision, your Customer Success organization risks becoming a series of reactive fire-drills.

Drive adoption, expansion, and renewal through targeted engagement.
Vertical-specific considerations for industry alignment.
Addressing challenges of customers while supporting your org vision.

A unified GO-TO-MARKET engine relies on alignment across:

Alignment StrategyUnified mission and vision

Leverage ToolsTech stack optimization and measurement

Information FlowConsistent lifecycle data

Go-To-Market ReadySegmented engagement models

Network OptimizationPrioritized initiatives & outcomes

The Process

The 8-Step Alignment Roadmap

Step 1

Mission & Vision Alignment

Define your organization's overarching mission and the specific CS mission that supports it.

Step 2

Customer Segmentation

Segment your base by value, specific needs, and industry verticals to tailor your approach.

Step 3

Engagement Strategy

Choose the high-touch, hybrid, or tech-touch model for each segment using the Engagement Pyramid.

Step 4

Framework Adoption

Adopt the ILAER framework to manage lifecycle stages with consistent rigor.

Step 5

Activity Mapping

Map out specific activities to support each lifecycle stage (Identify, Land, Adopt, Expand, Renew).

Step 6

Prioritization Method

Develop a method (e.g., RICE or Opportunity Cost) to rank initiatives effectively.

Step 7

Strategic Selection

Choose your top initiatives and actions you can realistically complete by your target date.

Step 8

Success Measurement

Measure results against your core business drivers to ensure alignment is translating to ROI.

Harmonize Your Engine

Alignment isn't a project, it's a practice. Let's build your roadmap today.

Start Your Alignment