US EditionThe pros and cons of CSMs owning upsells and cross-sells
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The pros and cons of CSMs owning upsells and cross-sells
Customer success has taken on various meanings and designations over the years. While some organizations still see it as a derivative of customer support, a synonym for account manager, or a niche of sales, the reality is that it’s all of that and more.In my organization, customer success is multiplicitous: a CSM is a product expert and a customer expert; they own renewals and product support; they function as an owner and generator of revenue. …
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