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 Close.io, 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.