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How to Drive More Upsells in 2015 using Customer Success


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Did you know? The fastest growing SaaS companies add 3X more ACV from upsells than companies growing slowly according the 2014 Pacific Crest SaaS Survey.

Upsells accelerate growth, expand Customer Lifetime Value (LTV), and make acquisition spend more efficient. But when it comes to upsells, timing is everything. Knowing when to present an offer to a customer is just as important as knowing what offer to present. Join Gainsight Customer Success Evangelist Lincoln Murphy and Steli Efti, Co-Founder and CEO of, as they dig into the following key questions on using Customer Success to drive expansion with your existing customers:

Specifically, we cover:
- How can you use Customer Success data to know exactly when to present an upsell offer?
- How can you use your Customer Success operations to know the best offer to present?
- Who should own the upsell process in your organization?

The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.

In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.

Published in: Sales
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How to Drive More Upsells in 2015 using Customer Success

  1. 1. November 18, 2014 How to Drive More Upsells in 2015
  2. 2. Housekeeping • Q&A panel on your right • Recording for colleagues who can’t make it • All attendees will receive slides • Twitter hashtag #customersuccess
  3. 3. Our Speakers Lincoln Murphy Customer Success Evangelist @LincolnMurphy Steli Efti Co-Founder & CEO @Steli
  4. 4. What We’ll Cover Upsells, Expansion Revenue, and Negative Churn 1 2 How Customer Success Drives Upsells 3 Operationalize the Upsell Process 4 Organizational Considerations 5 Q&A
  5. 5. Upsell is a Growth Accelerator • Increased Customer Lifetime Value (LTV) • Improved Customer Acquisition Cost (CAC) Efficiency • Greater Dollar Revenue Retention (DRR) • Reduced Logo Churn Growth LTV ACV DRR
  6. 6. [ No Upsells? ] Lower DRR / Higher Churn Failure to capture latent expansion revenue Valuation may suffer due to unrealized revenue potential
  7. 7. Expansion Revenue $ Expanded Use/Additional Seats Add-Ons One-time Purchases Complementary Products Additional Services
  8. 8. Negative Churn “ Each year, the typical customer pays New Relic 14% more than last year. Negative churn is incredibly attractive [...] if the company were to cease spending money to acquire new customers, the business would still grow at a 14% CAGR. ” Tomasz Tunguz Redpoint Ventures
  9. 9. Upsells
  10. 10. Upsells
  11. 11. CUSTOMER SUCCESS: Ensuring your customers achieve their Desired Outcome through the use of your product.
  12. 12. No Customer Success = No Upsell Opportunities
  13. 13. Operationalize the Upsell Process 1 Be clear on what success means for your customer 3 Benchmark where your customers start 6 Peg upsell opportunities to certain success milestones 8 Present the offer at the right time 2 Set goals with your customers 4 Identify success milestones 5 Design journey along those milestones 7 Know what offer to present for which milestone
  14. 14. Upsell Hacks Mention upsells early in their lifecycle Improve time to first value to upsell faster Use self-service as part of trials & POCs Enable self-service activation where possible Offer concierge onboarding
  15. 15. Mention upsells early in their lifecycle
  16. 16. Improve time to first value to upsell faster
  17. 17. Enable self-service activation where possible
  18. 18. Offer concierge onboarding
  19. 19. Use self-service as part of trials & POCs
  20. 20. Organizational Considerations 1 Who owns upsell in your organization ? 2 How do you compensate them? 3 How is this handled at various stages of CSM org maturity?
  21. 21. A Gift from Steli
  22. 22. Train a New Team
  23. 23.
  24. 24. November 18, 2014 Thank you!