Who should own (i.e. get comped for) winback deals?

Question

As it happens, sometimes there's churn.

And also as it happens, sometimes churned customers come back.

In an organization where deal ownership and comp are delineated between new business (AE) and existing business (CS), who should own churned customers?

Accepted Answer

Who re-engaged the former customer?

Answer

It's a gray area. It depends on how long they weren't a client in my experience as well as who engaged and if there has been any outreach/touchpoints since they left.

Answer

AE. Periodt.

Answer

This forum is a bit biased, but if the customer leaves and then its through an AE's effort they come back (probably after ~6months of being gone?) the AE should be comp'd.

Answer

Poll sitting at 50-50 right now. Interesting,

Answer

I find that either CS or product lost the customer, and the AE is needed to get the customer back.

Answer

Wow, the opinions are much more divergent than I expected, so far... and with pretty decent justifications. Interesting.

Answer

All depends on how the business draws the line.  AMs should get first shot but for a limited time (say 3 months from end of last contract). After that window it’s a new logo and AEs need to knife fight amongst themselves for ownership.

Answer

AE’s job to close business CS to support it. Without additional context this is an AE opportunity.

Answer

Any "former customer" is now new business.

Answer

We had a different team just for this in my first job. "winback team"

Answer

Absolutely AE

Answer

Depends on why the churn, who started the communication again and time between churn and new deal imo.

pitchandputt

Who should own (i.e. get comped for) winback deals?

Winback deals belong to

15 comments

pitchandputt

Who should own (i.e. get comped for) winback deals?

Winback deals belong to

15 comments

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