Customer Expansion, Upselling, and Cross-Selling for CS Teams

If you are a subscription business, customer retention and account expansion are essential in driving your growth engine. Whether encouraging upsells, cross-sells, or product/service add-ons, consistency is key.

After managing churn, driving expansion sales can be transformative to your team and bottom line. SaaS companies that thrive are often able to recover revenue lost to churn through effective expansion selling. Check out our Customer Expansion Knowledge Hub below to learn the strategies and tactics that can help your team drive effective account expansion.

4 Ways to Drive
Effective Account Expansion

Monitor Trends to Identify Expansion Opportunities

Monitoring adoption trends is key to driving account expansion. Looking at usage data and license utilization, your team can easily identify which accounts are ready for upsell or cross-sell opportunities.

Use In-App Communication

Keep customers informed with targeted in-app messages alerting them of new product add-ons they might be interested in. In-app messaging allows you to engage customers at the optimal moment: as they use your product.

Use WalkThroughs to Convert Trial Users

Don’t let customers get lost in your product. Lead them straight to value with multi-step in-app guided tours. By directly engaging and supporting users inside your application, your team is positioned to identify trial users who are ready to be converted into paid accounts.

Automate Expansion Sale Activities

Customer Success teams thrive by taking a data driven approach. Expansion sale activities are no exception. Use customer data and automation to trigger personalized communications that target the right customers, at the right time, with the most relevant upsell offers.

Expansion Sale Resources for Customer Success
Check out these relevant resources from Fighting Churn, the Customer Success blog with ideas and inspiration on retaining customers, and around the web.

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