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Yeah some of my colleagues missed the memo and we got the extortion attempt. The crazy thing is the part of the company that want you to pay the troll is not th

Yeah some of my colleagues missed the memo and we got the extortion attempt. The crazy thing is the part of the company that want you to pay the troll is not the same as the field sales. That’s probably the most noxious business model ever. I’ve dealt with 5-6 companies doing that, and whenever renewal/retention is a different sales organization, i spin up a company project to plan the exit strategy. The nickel and dime cost stuff is one thing, but the bigger problem is that these companies and products always decline.

pigeonhole123 3y ago
Aren’t most sales teams separate from customer success? Can you expand on this insight?
- krmboya 3y ago
  Did you mean 'customer support'?
  - evilduck 3y ago
    Probably not. Customer success are teams dedicated to keeping customers happy and paying and finding ways to ensure that they remain customers. Customer support is typically who you contact when you don't have any leverage and encounter a problem. If you spend a million dollars a year on a contract, you will typically have someone you know by name and meet with regularly who will legitimately hear your feedback and work to resolve your problems.
    - satvikpendem 3y ago
      How is that not just another name for customer support? They're both kinds of support for the customer, even if one has a more palatable name. In my experience, one is simply an alias for the other, as the sibling commenter notes, I have not seen those two roles split out.
      - evilduck 3y ago
        In my own experience, I've seen them as distinct groups from customer support both at the companies I've worked for and companies I've worked with. I view it more as an alias to account rep, but sometimes people account reps will delegate to. Customer support will file a ticket for me when something isn't working. Maybe help if something on their script matches existing known issues. Customer success will proactively see that I'm not getting the expected value from my already committed spending and utilization and reach out to make sure everything is configured right so that I renew next year.
        satvikpendem 3y ago
        I see what you mean. In my experience, I've seen those usually be called account representatives as you mentioned, while customer success was still just customer support under another name.
  - NhanH 3y ago
    Customer success is an alias of customer support.

pigeonhole123 3y ago

Aren’t most sales teams separate from customer success? Can you expand on this insight?

krmboya 3y ago
Did you mean 'customer support'?
- evilduck 3y ago
  Probably not. Customer success are teams dedicated to keeping customers happy and paying and finding ways to ensure that they remain customers. Customer support is typically who you contact when you don't have any leverage and encounter a problem. If you spend a million dollars a year on a contract, you will typically have someone you know by name and meet with regularly who will legitimately hear your feedback and work to resolve your problems.
  - satvikpendem 3y ago
    How is that not just another name for customer support? They're both kinds of support for the customer, even if one has a more palatable name. In my experience, one is simply an alias for the other, as the sibling commenter notes, I have not seen those two roles split out.
    - evilduck 3y ago
      In my own experience, I've seen them as distinct groups from customer support both at the companies I've worked for and companies I've worked with. I view it more as an alias to account rep, but sometimes people account reps will delegate to. Customer support will file a ticket for me when something isn't working. Maybe help if something on their script matches existing known issues. Customer success will proactively see that I'm not getting the expected value from my already committed spending and utilization and reach out to make sure everything is configured right so that I renew next year.
      - satvikpendem 3y ago
        I see what you mean. In my experience, I've seen those usually be called account representatives as you mentioned, while customer success was still just customer support under another name.
- NhanH 3y ago
  Customer success is an alias of customer support.