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The pros and cons of CSMs owning upsells and cross-sells
https://www.customersuccesscollective.com/pros-and-cons-of-upselling-and-cross-selling/
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revenue generation
customer journeys
In my organization, customer success is multiplicitous: a CSM is a product expert and a customer expert; they own renewals and product support; they function as an owner and generator of revenue.
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