How to have upsell, cross-sell and expansion conversations with your customers the RIGHT way
Queen E. J.
Expertise in Project & Program Management??Skilled in Project Execution - Healthcare, Technical, Software Implementation, and Customer Operations ??Transforming Complex Ideas into Actionable Success
If your customers have a great experience, are receiving value, and achieving their desired outcome, the renewals process should be a non-event.
Customer success managers (CSM) are the customer's trusted advisor and advocate.
When it comes to upselling, cross-selling, or expansion conversations, you don't want to do it wrong.
If you go straight to talking about dollars and cents, customers will become disengaged.
The customer may no longer view you as their trusted advisor or advocate but instead, as a pushy salesperson trying to meet a quota.
Let's walk through example conversations between a customer success manager and a customer
?????Jane (CSM):
Hey Chuck,
We just rolled out a new feature that I know you will love. We can add it to your contract for an extra $15,000.
?? Chuck:
Not interested!
Try this approach instead
????? Jane (CSM):
Hi Chuck,
Several months ago, you asked if you could download reports and sync your data to Acme. I've got good news!
We recently launched a new product that can do precisely that and a bit more such as email automation, so you can quickly send out messages and reach your goals faster.
I'd be happy to show you how it works in real-time.
?????Chuck:
Glad to hear. I'll schedule a demo session right now!
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See the difference? Make it about them — the customer. Chuck was resistant in the first conversation and then excited in the second example because Jane's approach was about Chuck and how he would benefit from the new product features.
These types of sales conversations are a natural part of business, and customers expect it, but only when it benefits them in a valuable way (and at the right time). That's what being a true trusted advisor and customer advocate is all about.
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Queen Joseph is a customer success consultant located in the San Francisco Bay Area, CA. She help startups increase revenue, productivity, and customer satisfaction by building robust customer success and support operations. She loves traveling, entertaining her nieces and nephews, and has a strange obsession with antique cars and true crime shows.
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