Be careful - I have seen many companies think this is the way and what happens is they lose all the dedicated customer support peeps because the "sales-y" custo

Be careful - I have seen many companies think this is the way and what happens is they lose all the dedicated customer support peeps because the "sales-y" customer reps schmooze with clients instead of solving problems; and frankly some clients love that. Then you start seeing sales goals for the account managers, and a year later the entire team that used to be helping customers is really spending most of their time trying to upsell them on things they barely need - because its what their bosses bonus is based on.