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
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...