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
November 18-20 in Kelowna, BC, Canada. This intensive is designed for SaaS companies ready to integrate AI into their growth strategy. Over two days, we'll explore how AI is transforming the five growth levers: product, marketing, customer success, sales, and leadership. I'll be leading the session on AI-first Customer Success Management—with practical, actionable strategies you can implement now, plus a roadmap for scaling over time. You'll leave with a clear operating model for your next...
On Monday, you find out. Join our Head of CS training starting October 20, 2025. This is one of the most impactful programs we offer because it focuses on the critical aspects of Leadership, Management, and Coaching that every Head of Customer Success needs to leverage to drive real business impact. Our live sessions are going to focus on the big shifts AI is having on everything we do in Customer Success. While the core, underlying principles of building, running, and scaling a CS org...
Trying to get customers to execute perfectly when they don't have experience, expertise, or even the desire to do so. Yet, we've designed our entire operation and organization to try to make this work. We've created a profession and discipline around this. That's insane if you think about it. I remember way back in 2012 when I was working with email marketing platforms. Customers would churn from one provider to another looking for better results. But the problem wasn't the platform. It was...