How are you proactively upselling and cross-selling to active customers?

Question

I am curious to know some of the strategies you leverage.

Are you usually on all calls with the CSM to see if the customer could use more of your product?

Is it during a quarterly review with a customer?

How are you proactively selling to customers?

Accepted Answer

For us unfortunately upselling is not permitted. We have our AMs sitting down with the CSMs to learn more about the clients and their potential. AMs also do QBR with customers. Also, BDRs outreach other teams/geog/divisions of the same company to initiate the cross selling discussions.

Answer

My existing customer accounts are limited, so I can afford to be much more focused. I work with the assigned CSM and strategize, what's working well, etc., and then I get introduced in (or reintroduced, if they know me). We connect over their roadmap, upcoming projects and our team will discuss new and interesting developments on our end. I'm at all QBRs for these accounts, and any meetings in the meantime, to build that rapport and listen for interesting possibilities.

Answer

I'll usually stop by in person and pose it as a friendly check in. From their I'll steer the conversation towards one of our other products and start probing for pain points to see if it makes sense for us to schedule an exploratory chat to see the solution. Works pretty darn well.

Answer

At a MINIMUM, assuming you have lots of customers. Try to have a quarterly business review. Where you discuss how are they utilizing the products, positives/negatives, areas of improvement, and outlook for the business.

Answer

Imo - it’s best to have regular touch points, like an annual or a quarterly review, to upsell. It’s the best way to be consultative.

Answer

It’s about the package.  If I can pull some cross selling of other products into the initial purchase by giving them a small discount on the items to do so.  Can always argue ‘one throat to choke’ for service and operation then the more products they buy from you.

Answer

All you big company kids.. with your off-limit accounts and your high dollar CSMs and cocktail waitresses built in to your deals. In my case, the solution is not one note. I fix first problem first. Verify metric of measurement, then 2nd problem second. I timeline all of it according to client priority. I'm sure that doesn't help, but do with it what you may.

BitcoinAddict

How are you proactively upselling and cross-selling to active customers?

10 comments

BitcoinAddict

How are you proactively upselling and cross-selling to active customers?

10 comments

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