Question Page

Who should own the customer data? Customer success or Revops or Sales or another department?

1 Answer
Lauren Davis
Lauren Davis
Checkr Director, Revenue OperationsDecember 7

The answer is, it depends. It depends on exactly what you're referring to when you say "customer data," how your org is setup, and where the data lives. 

Customer data is many things:

  • Firmographic/demographic information
  • Contract, pricing, billing information
  • Product usage
  • Communication (ex. emails, meetings, calls)
  • Rep-created (ex. account plans, notes)

There needs to be an owner for each of these pieces and an owner on the strategy of how to connect them all into a single view. The latter is often a massive project that needs executive-level buyin and resourcing. If it's treated as a side project that one team can own, it won't be complete. 

I'd focus on the business case and generating buyin for the initiative and then come up with owners for the subsets of the data. (ex. firmographic/demographic information would likely be owned by RevOps, sales might be responsible for Contract information, product for product usage, etc.). Select the owner for the overall project and continued maintenance based on the data infrastructure. This is likely corp eng, product, or an overall bizops/program mgmt team.

2818 Views
Top Revenue Operations Mentors
Tyler Will
Tyler Will
Intercom VP, Sales Operations
Ignacio Castroverde
Ignacio Castroverde
Cisco Senior Director, Global Virtual Sales Strategy and Operations
Ken Liu
Ken Liu
Databricks Director - Sales Strategy & Operations
Akira Mamizuka
Akira Mamizuka
LinkedIn Vice President of Global Sales Operations, SaaS
Sid Kumar
Sid Kumar
HubSpot SVP, Revenue Operations (RevOps)
Josh Chang
Josh Chang
HubSpot Director, GTM Strategy & Revenue Operations
Mollie Bodensteiner
Mollie Bodensteiner
Sound Agriculture Revenue Operations Leader
Azim Mitha
Azim Mitha
HubSpot Interim Sales Director (Asia)
Shirin Sharif
Shirin Sharif
Adobe Sr. Director, Revenue Operations
Bridget Hudacs
Bridget Hudacs
Knowledge Vortex Salesforce Functional Analyst