The Official SaaStr Podcast: SaaS | Founders | Investors cover image

SaaStr 489: The Cutting Edge Techniques for Building Customer-Centric Support Teams with Abby Hammer, Chief Customer Officer at ChurnZero

The Official SaaStr Podcast: SaaS | Founders | Investors

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Owning the Expansion Is a Great Idea

The group that's going to get the most clear sort of signals of interest, or signals of buying intent is the group that's already working with the customer. I don't think it's a great idea for customers success to be colld calling into other business units if there's an unrelated pro for a different team. It can be damaging to the relationship for youto be like, hay, look at this thing over here. So i think there are natural break points wherea expansion is better owned by sales.

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