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The SaaS Debate: Who Owns the Renewal and Upsell? Customer Success vs. Sales

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. As such, we decided to tap industry experts for a verbal duel on the subject where the winners take home the esteemed (and priceless) prize of bragging rights and SaaS street cred.

This Customer Success showdown, which took the form of an Oxford-style debate, was held at BIG RYG, ChurnZero’s annual Customer Success conference. (You can watch all the recorded sessions from the conference for free and with no form-fill required – after you finish reading this article, of course).

Continue reading on the blog to see a recap of what went down during the debate, what our audience had to say, and who was declared the winner.

Product Update: External Journey Collaboration

External Journey Reports are now even more collaborative! We are introducing new collaboration settings in Journeys that will allow your customers to interact with and edit specific parts of their External Journey Report. Read on to learn more about this feature and reach out to your Customer Success Manager to have it enabled in your ChurnZero instance.

BIG RYG Session Recordings Now Available On-Demand

BIG RYG is an annual conference for Customer Success leaders and their teams. With a mantra ‘Speak Simply, Be Real, and Challenge the Audience’, we addressed the most current, relevant and emerging Customer Success topics. View the recordings of the 2020 BIG RYG Customer Success Conference now, On-Demand.

CZ_Resource_Webinar_1200x627 November G2

Join us for this webinar with Andrew Ledet, Director of Customer Success at G2 and Bora Lee, CS Team Lead at ChurnZero. The duo will highlight how modern Customer Success teams can maximize insights from customer reviews to drive recurring revenue.

Calling all Customer Success Leaders - Please complete this 10-minute survey about your team from our friends at ESG Success for your chance to win a $100 Amazon giftcard or a pair of Apple AirPods.

Customer Success Around the Web

5 Head-Turning Examples of SaaS Onboarding that Wowed Their Customers– View these examples of onboarding sequences that you can use as inspiration for your own program.
BIG RYG: Key Takeaways – Check out these key conference takeaways from the CS pros over at ESG.
Customer Success Managers Shift from Advocacy to Forensics – See how CSMs roles have evolved over time.

Fighting Churn is a newsletter of inspiration, ideas and news on customer success, churn, renewal and other stuff and is curated by ChurnZero.