I know many of us work in orgs where Renewals and Upsell are part of our numbers OR we are on an AM team that only deals with renewals and upsells, leaving net new to another team.
My hot take after years of selling: CROs and VPs and Sales Managers who continually lambaste sales people that 1) lose renewals or 2) have rough churn numbers and constantly blame bad churn on "sales practices" are worse than stupid - they're complicit in a dirty little secret that the Anything as a Service (specially the MRR "solutions" market) has illuminated for all to see, if they only look.
SECRET: Customers don't renew or re-subscribe to subpar solutions that don't work or have bad service.
Now I'm not talking about renewal accounts where the rep never upsells anything - that's a different issue. I'm talking about losing renewal deals because the effin' widget doesn't widget and then getting blamed because you "didn't know that."
Now supposedly "Customer Success" is supposed to help fix that - but most of us know all CS does is add another set of hands to finger point when an account is lost.
Interested in whether my hot take resonates with anyone or if I'm offbase. I'm just tired of C levels talking about "churn" like it's a SALES PROBLEM. What do you think?