📈Expansion is Success (new pod episode)
Our latest episode of Impact Weekly is all about Expansion... getting customers to buy more, but in a customer-centric way.
We've talked recently about Customer Success pivoting from growth to profit and/or efficiency, but the reality is... you'll always have a cohort of customers ready, willing, and able to buy more, and that expansion will help you grow more profitably and efficiently. *See the BTW for a caveat.
​Check out this week's pod... it's one of my favorite episodes so far.
Have a great weekend,
Lincoln
BTW: Our two-week Expansion training program starts on Monday 4-Dec and there are still a few seats left if you want in.
​Learn more and sign-up here.​
*While it's true you'll always have customers that are ready to buy, the problem is, most of them won't just Oliver Twist it (please sir, I want some more)... you have to be deliberate in how you approach this, making sure you put what they need in front of them when they need it. You're not trying to sell them anything, you're just making sure they're positioned for continued success.
​Come to the Expansion training and you'll learn exactly how to do that. See you on Monday.
Lincoln Murphy
I help SaaS companies Maximize LTV through Customer-centric Upselling
Don’t worry about upsells until churn is below 10%? Really? No, this mindset limits growth and stifles potential. Unless your environment is overtly customer-negative and you have massive churn across your entire customer base, you don’t need to hit some mythical churn threshold before upselling. Yes, address churn where it’s an issue, but also recognize that some customers are progressing and ready for expansion NOW. Here’s the truth: Even with higher churn in some cohorts, you have other...
Our 2-week Retention training and certificate program starts on Monday, June 17, 2024. Our first live session is on Tuesday. This program is so unique because we take a different approach to Customer and Revenue retention. We focus on the differences between Proactive and Reactive Retention, how to move from the latter to the former through better prioritization, orchestration, and directing limited resources to higher-percentage activities. This program is practical in every sense of the...
This week's Impact Weekly podcast episode is up (Listen here or on Spotify or Apple) and in it, Johan and I answer a variety of questions about Churn, including: What are the key indicators for predicting churn in advance? How to prevent churn when you have no control over price rises (set by head office) Is there a particular NRR %, or threshold below 100% NRR that would be a particular alarm bell for you? Is there a tolerance that you'd expect to see in B2B SaaS? And more! We give some VERY...