SaaS Tattler Issue 91 - Is it the right time to upsell to your customer?
Upsells. They're an integral part of Customer Success, but they've always led to somewhat of a sensitive topic: Is now the time to upsell? How can I approach this while still maintaining my trusted, genuine relationship with my customer? For this very reason, we’ve dedicated this week’s SaaS Tattler to the world of upselling -- the best approach for CSMs to go about it, and what constitutes as the right time to make the move.
If it's so much easier to sell to your existing customers than acquire new ones, why do so many SaaS companies struggle in this area? Simple: it's a question of timing. In this article, Emily Smith reveals how to determine the perfect time to upsell to your customers.
At times, customer-centric companies tend to make this assumption that sales is, at best, antithetical to their culture, and at worst, sleazy. In this feature, Emily Triplett Lentz outlines the best approach for customer-first businesses to take when considering to perform the upsell.
The upsell might be the most underrated play in sales, but you can’t just reach out to every single customer six months after they’ve purchased to see if they want another ride on the merry-go-round. Thus, Leslie Ye presents the five situations that can reliably be used to identify good opportunities for upselling.
Best of Customer Success Today
The benefit to this approach isn’t just that it makes hiring simpler — it’s that the Customer Success person can ensure that the company only sells what it can support. Why You Should Combine Customer Success with Pre-sales
By enabling the Customer Success team to proactively focus on accounts that are likely to churn, expand or convert, CSM solutions with predictive analytics can significantly improve the effectiveness and productivity of the team. How Predictive Analytics Optimizes Sales for SaaS Customer Success Teams
According to the Harvard Business Review, it is five to 25 times more expensive to acquire a new client than it is to keep an existing one. Making SaaS sticky: Why Customer Success is the industry's new linchpin
About the Author
Trisha is a Digital Marketing Intern at Amity, who will begin to pursue her HBA degree in the fall. She is passionate about creative design, social media, and technology, and is completely obsessed with avocados.More Content by Trisha Armeña