Customer success vs new sales or renewals

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Every Account Manager has the mission of obtaining renewals or additional or cross-sales . In other words, their focus is on meeting objectives associated with commercial benefits.

Meanwhile, as you already know, Customer Success is responsible for guiding customers towards success. Of course, this also leads to retention and higher profits.

In turn, the CS also ensures the client's profitability, as it ensures that they get the most out of the money invested in a particular product or service.

At the same time, the Account Manager often proposes new offers to the client without being clear about whether it is the right time for each one, based on the progressive progress that is being made with the product.

That is the role of the CS. Their methodologies ukraine mobile database usually involve a division into stages, which allow them to know what results the client must have before raising the level of their contract .

Sustainable results vs. immediate results
For the Account Manager, the faster results are achieved, the better, because at the end of the day it is all about profits for the business.

When it comes to Customer Success, the priority is not the speed of results, but rather sustainability, that is, whether they can withstand the test of time.

A sustainable outcome, for example, is a customer renewing a business contract after meeting their initial objectives.

A hasty renewal, without having gone through the different stages of the strategy, can generate dissatisfaction and friction points, which significantly harm the customer experience.