(5.6) A Tale of Two Departments: Who Owns Customer Expansion?
A Talk by Christopher Harris , Eleni Vorvis and Marcela Albertini
About this Talk
In the ever-evolving landscape of customer relationship management, the debate between Sales and Customer Success departments regarding customer expansion strategies is more pertinent than ever.
Join us for a debate where we’ll weigh the pros and cons about both sales and customer success owning expansion. We’ll specifically debate:
- Customer success being solely responsible for owning net revenue retention
- Sales being brought in for all renewal and expansion conversations
- Hiring a new role, often referred to as the account manager, for expansion and renewal
- Customer success reporting into sales, instead of into operations or directly to the CEO
We’re excited to present both sides of the coin for each of these controversial statements - and others.
This session is a part of Startup Boston Week 2024 and is perfect for customer success and sales professionals who want to make the case to leadership to own upsell and cross-sell.
About The Speakers
Founder, Boston Founders Forum
Chris Harris is a distinguished Entrepreneurial Sales Coach at Harvard Business School and the Head of Sales, North America, at a leading publicly traded cybersecurity company.
Co-founder, Boston Founders Forum
Eleni has 20 years of experience working on customer facings teams. She began her career in sales and transitioned to Partner & Customer Success in 2009.
