Who should handle upsells? In some companies sales reps are tasked with not only closing new customers but also reaching out to them on a quarterly or annual basis to ensure they are renewing and recommending expanding the account (upselling new seats) or cross-selling (offering complementary products or services).

There is some debate on whether or not this should be the job of a CS rep or a sales rep. Some feel CSMs should just focus on usage and satisfaction, and commercial discussions tarnish the relationship.

Others feel their AEs should be focused 100% on new business, and to have them upsell existing customers confuses the numbers and the focus of the two departments.

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