The Changing Tide of Customer Success: Mastering Upselling in the SaaS Industry

Transforming Pressure into Opportunity: Strategic Upselling for Customer Success

Photo by Sammie Chaffin on Unsplash

“I don’t want to sound like I’m upselling them.”

I recently received a request for advice on this matter from a fellow CSM. My answer was, “But you are upselling, and that’s OK.”

The issue at hand was engaging in a conversation to ask for money. Depending on your company setup, it may or may not be your responsibility to handle negotiations. However, as a CSM, you will certainly have an impact on them.

Blame capitalism if you want, but every company I know wants to grow, and growing with existing customers is the easiest way to achieve that.

Now, let’s not delve into the discussion of whether CS should be given a sales quota or not. My point is that it’s part of our job as CSMs to drive revenue UP and recognize those precious moments when they appear.

Let’s embrace it.

I understand that it can be daunting and uncomfortable. Asking for money is never easy in any situation.

Additionally, selling may come more naturally to some than others.

But here are a few things that can help you get into the right mindset:

1. Upselling is Ubiquitous: It’s important to recognize that upselling is a standard practice in business. We’re not alone in this; every company, including our customers, is trying to grow their business. Keeping this in mind helps put things in perspective when we’re gearing up for those discussions.
2. Creating Mutual Value: Selling should always be about creating a win-win scenario. It’s not merely a financial transaction; it’s about offering substantial value. Let’s approach it as a trade-off: ‘In exchange for additional investment, here’s the enhanced value we provide.’ Additionally, understanding the customer’s needs and ensuring that our offerings align with those needs is vital. This mindset shift from selling to adding value can change the whole dynamic of the conversation.
3. Strategic and Transparent Upselling: Ideally, the journey towards upselling is integrated from the onset and is transparent to the customer. It’s about building towards this moment with clear milestones and demonstrated value. When the time comes for upselling, it should feel like a natural progression in the partnership, not an abrupt proposition.

Additionally, if you’re not comfortable with selling, this is a good opportunity to learn from a sales colleague. Training is important, and to me, selling is a mix of art and skills. You can learn both from an experienced seller. Shadow them, be curious, ask questions, and read books on the matter.

Lastly, don’t forget about ethical considerations. Avoid aggressive sales tactics and ensure that your upselling efforts genuinely benefit the customer. This is key to maintaining trust and long-term relationships.

Let’s embrace upselling as a fundamental aspect of our roles, with transparency and a focus on mutual growth. This can transform it from a daunting task to an integral part of our business relationships.

I hope these insights help demystify upselling and make it a more approachable aspect of your role.

Feel free to share your thoughts and experiences. Let’s learn and grow together!