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This can be tricky. Usually if I’m just answering your question over an email or a quick phone call I go ahead and do it. Maintaining a great customer relationship is important. But if it feels like more than that or it’s going to take a longer meeting or I physically need to do something for them, I tend to let them know that it would need to fall under a contract or that my manager would need to be involved
I would involve the relationship partner to explore if there are more revenue opportunities, in the back showcasing my involvement in continued relationship building.