How do you split ownership of upsell vs. cross-sell opportunities, and what triggers route opportunities to Sales vs. CS?
2 Answers
Adobe Director Customer Strategy & Success • 1mo
While ownership of upsell and cross-sell opportunities has historically been with Sales, I view post-sales as a pre-sales.CSMs are close to the customers, have deep unde...
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Adobe Head of Customer Success (Asia) | Formerly Sitecore, Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic • 5mo
Simple, repeatable model I’ve used in the past. CS owns discovery & qualificationThe CSM is closest to the customer every day → they surface 70-80 % of the best ups...
384 Views