70. From Handoff to Partnership: Rethinking the Customer Lifecycle

In this episode of B2B Sales Trends, Harry Kendlbacher speaks with Rafa Mercado, VP, US Consumer & Travel Market Leader at Kyndryl, about redefining growth and building customer partnerships that last beyond the close. Rafa shares how Kyndryl is breaking down silos between sales and delivery, driving value after the deal is signed, and helping sellers stay relevant in a world of AI and hyper-informed buyers. Inside the conversation: - Why customer growth starts with helping clients grow — and how evidence-based impact builds credibility. - How to create tighter alignment between sales and delivery to ensure value is delivered. - Why post-sale value and proactive partnerships matter more than ever. - How enablement must evolve — and why sellers need to embrace self-enablement with AI. - The pillars of leading strategic conversations: industry acumen, financial literacy, challenger mindset, and executive presence. - How buying behavior is shifting — and why sellers must move from transactions to continuous value co-creation. If you want to understand what it takes to turn customer relationships into lasting partnerships, this episode is full of actionable insights.