Who should own upsells and renewals?

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Generally, there are three options to manage the commercials of existing customers:

  1. ALL SALES: Sales Execs lead all commercial activity, while CSMs engage in non-commercial activities (mainly: driving outcomes, usage, and advocacy).
  2. 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.
  3. 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:

  1. The Length of the Sale Cycle
  2. The Type of the Upsell

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