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 help SaaS companies Maximize LTV through Customer-centric Upselling
TL;DR: We're running "Save Customers Now!" workshops again—PLG on April 15 and Enterprise on April 17. Stop churn immediately in Q2. I just got this email from a CS leader: "Lincoln, I'm freaking out. With everything going on—economic uncertainty, customers tightening budgets, chaos everywhere—churn is gonna hit us HARD in Q2. Are you doing another 'Save Customers' workshop soon? Fingers crossed." Bad news: I've heard similar messages from several CS leaders already. Good news: "Save...
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Most companies still treat expansion like a job for Sales:Campaigns. Funnels. Quotas. Pitches. Pressure. But here’s the truth:You don’t need a salesperson to drive expansion—just like you don’t need to be a developer to build apps anymore. AI made software creation accessible to anyone with an idea. That’s called vibe coding—describe what you want, and the system builds it. It’s fast, frictionless, and doesn’t require traditional expertise. Expansion should feel the same. We call that...