Upselling through Uncertainty (listen)
When the economy is bad, inflation is high, layoffs are happening, banks are failing, UFO sightings are increasing, can you really expect to upsell customers?
Yes. Even as churn might be ticking up and contraction is increasing, you can still do a lot to offset that - and maybe even overcome it - and still get past 100% NRR if you look at things the right way.
And wouldn't you know that this is exactly what Johan and I cover in the latest episode of the Impact Weekly pod that just dropped today.
In this episode we cover:
- Why applying "new-business" sales tactics to existing customers is bad
- The role ongoing goal discovery plays in expansion
- Strategies to drive and execute expansion sales even in uncertain times
~Lincoln
BTW: We have both CSM and Head of CS training programs coming up in April.
Learn more and sign-up here.
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Lincoln Murphy
I invented Customer Success
Our 2-week virtual Customer Onboarding training program starts this Monday, 22-April, 2024. Onboarding is arguably the most important lifecycle stage the customer will go through. And since it's really just about getting them up and running, it should be the easiest to get right. Right? Yeah... except that getting it right isn't as straightforward as you'd think. In this program you'll learn how to get your new customers to do the things they need to do to get this fragile relationship off to...
Our 2-week Onboarding Training starts next Monday, 22-Apr, 2024. Onboarding is either when you set the customer up for long-term success... or plant the seeds of churn. A well-defined onboarding program leads to: Massive KPI Impact: A positive Onboarding experience is directly correlated with longer customer lifetimes, less contraction (revenue churn) at renewal, less overall churn, and more expansion (upsells). Faster Time to Value: A streamlined onboarding process allows customers to begin...
Our 2-week Advocacy Training starts next Monday, 22-Apr, 2024. Most Heads of CS see advocacy as the finish line (if they even think about it at all, honestly). The customer gives you a testimonial or leaves a review after they're received some value from your product and that's it. World-class Heads of CS understand that advocacy isn't the end game, but rather a continuous cycle—what we call the "Advocacy Flywheel." And World-class GTM and Revenue leaders understand that Advocacy fuels...