Generally, there are three options to manage the commercials of existing customers:
- ALL SALES: Sales Execs lead all commercial activity, while CSMs engage in non-commercial activities (mainly: driving outcomes, usage, and advocacy).
- UPSELLS vs. RENEWALS SPLIT: Sales Execs lead all new revenue activities (including upsells and cross-sells), while CSMs lead the management of existing commercial engagements, (i.e., renewals) alongside the non-commercial work.
- ALL CSM: Sales Execs drive sales to “new” customers only, while CSMs manage all commercial activities with existing customers (including both renewals and upsells/cross-sells).
Click here to read more about the CS executive perspective that there are ONLY two (2) primary vectors that should influence this decision:
- The Length of the Sale Cycle
- The Type of the Upsell