The War Room

Angry customers

I've just inherited a book of business and it seems like most of the customers are pissed at my company for one reason or another.  I've been at the company for 4 years, this is my third book of business, but first time I've walked into this many upset folks.  Granted this is my first time inheriting a book where the previous rep left the company rather than getting promoted to a higher segment.

My question is: is this how it usually goes and I just got lucky with my first two books?

For context I work at a large public company and the majority of our net new revenue comes from cross selling and up selling existing customers.  So letting the Account Manager deal with the angry customers and just focusing on prospecting new logos isn't an option.
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