I am starting a new type of post, which will highlight a strategic idea.
This time, it’s about customer ownership. Who owns customers within the organization? What functional unit makes sure that customers are happy, loyal, and likely to remain so?
Some organizations see the Sales team as owning customer relationships — but sales is measured on revenue targets, so how does that work for customers who are not actively purchasing new products? Some vendors say that the Support team owns customers — but the support goals and objectives, and staffing models, are focused on case resolution, not any kind of proactive programs.
Where does your organization stand on customer ownership?