…is crucial to learn about your customer’s needs so that you can solve their problem(s) efficiently. If you are offering a range of features listed on your webpage / in the app but you leave to the user to their own devices to figure out how to use them to “save valuable time and money,” then you need to go home and rethink.
It doesn’t matter if a customer knows what your product can do, or even that it’s right for them. That’ll get you the sale, but remember this: to keep the monthly payments rolling in, you need to help customers get value from your product.
…being compensated on brining in new business, not on the onboarding or customer success experience. Hard incentives produce hard behavior. The account executive is engaged until the close, and then they move on.