Building a Team for Customer Success
Azim Nagree provides three factors that can help determine whether you need a single, mixed-function team or two separate teams when it comes to account management and customer success.
‘What’s the difference between Account Management and Customer Success? And more importantly, when do I need separate AM and CS teams?’
I’ve been asked this question multiple times in the last few months so it’s clear that many people are grappling with this problem. The short answer – it depends. Specifically, it depends upon your product, your P&L and your customers.
What’s the difference?
Most people know that Accounts Managers are different to Customer Success Managers. But what precisely is the difference? It lies in the relationship they have with the customer.
The three factors discussed are:
- Product complexity
- Profit and loss
- Customer feedback
Read the full article, Account Management? Or Customer Success? Or Both? on the Nagree Consulting website.