Ferber: Customer success should handle upselling while sales focuses on acquisition
Yuri Ferber · Top 3 Considerations When Growing Your Business from Single Product to Multi-Product · Jul 13, 2023 · at 10:50
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Britek founder and CEO Yuri Ferber explains organizational division of labor between sales and customer success teams in SaaS.
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“And customer success, by the way, customer success for me is, ah, they are the guys that upsell. So again, going back to that example, you have a product, you partner with another company to, ah, add their product to your offer, offering. Who does that? In my opinion, the customer success is the one that upsell. Because, why is that? Because for me, customer success is like CRM and two point old. So these are the customer relationship managers, very close to the clients they, but they need to understand the client business, and so they are talking to the client on a frequent basis, So they will know the best time to upsell or to sell a new product to that same client. And the sales teams, they are worried about bringing new clients. So you segment, you leave the sales team acquiring new clients, and you have the customer success team, of course, making sure everything is working and upselling new products to your client base.”
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