Mastering the Upsell

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One of the biggest ways CSMs can add value to their company is by identifying clients who are ready for an upsell. Timing is everything. Too early and you’ll only exasperate your customer. Too late and the opportunity will pass you by.

Technologie

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Today’s Speakers
Ganesh Subramanian
Client Strategy
Gainsight
Claire Machado
Customer Success Manager
Azuqua

The Upsell Equation
(# of new upsell opportunities)
X
(Close rate of upsell ops)
=
# of successful upsells

Does your customer need extra features?
Increasing Upsell Opportunities

What if the features your client needs are
not available yet?
Increasing Upsell Opportunities

©2016 Gainsight. All Rights Reserved.
Readiness Cues Come from Everywhere
CSM
Support
Marketing
Sales
Engineering

When is the right time to propose new
features?
Increasing Upsell Opportunities

How will your asking affect your
relationship?
Increasing Upsell Opportunities

Should you hand-off to sales?
Increasing the Close Rate of Upsells

How can you ensure the upsell team has all
the information they need?
Increasing the Close Rate of Upsells

How can we operationalize this process?
Successful Upsells

©2016 Gainsight. All Rights Reserved.
Connected Information Across Teams is the Key
CSM
Support
Marketing
Sales
Engineering

©2016 Gainsight. All Rights Reserved.
Gainsight Leverages Engineering Updates for Upsells

©2016 Gainsight. All Rights Reserved.
Leverage Marketing Updates for Upsells

Questions?
Ganesh Subramanian
Client Strategy
Gainsight
Claire Machado
Customer Success Manager
Azuqua

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In this session, we will delve into strategic approaches for optimizing knowledge management within Microsoft 365, amidst the evolving landscape of Copilot. From leveraging automatic metadata classification and permission governance with SharePoint Premium, to unlocking Viva Engage for the cultivation of knowledge and communities, you will gain actionable insights to bolster your organization's knowledge-sharing initiatives. In this session, we will also explore how to facilitate solutions to enable your employees to find answers and expertise within Microsoft 365. You will leave equipped with practical techniques and a deeper understanding of how there is more to effective knowledge management than just enabling Copilot, but building actual solutions to prepare the knowledge that Copilot and your employees can use.

Strategies for Unlocking Knowledge Management in Microsoft 365 in the Copilot...

Drew Madelung

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Understanding Discord NSFW Servers A Guide for Responsible Users.pdf

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CNv6 Instructor Chapter 6 Quality of Service

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Sara Mae O’Brien Scott and Tatiana Baquero Cakici, Senior Consultants at Enterprise Knowledge (EK), presented “AI Fast Track to Search-Focused AI Solutions” at the Information Architecture Conference (IAC24) that took place on April 11, 2024 in Seattle, WA. In their presentation, O’Brien-Scott and Cakici focused on what Enterprise AI is, why it is important, and what it takes to empower organizations to get started on a search-based AI journey and stay on track. The presentation explored the complexities of enterprise search challenges and how IA principles can be leveraged to provide AI solutions through the use of a semantic layer. O’Brien-Scott and Cakici showcased a case study where a taxonomy, an ontology, and a knowledge graph were used to structure content at a healthcare workforce solutions organization, providing personalized content recommendations and increasing content findability. In this session, participants gained insights about the following: Most common types of AI categories and use cases; Recommended steps to design and implement taxonomies and ontologies, ensuring they evolve effectively and support the organization’s search objectives; Taxonomy and ontology design considerations and best practices; Real-world AI applications that illustrated the value of taxonomies, ontologies, and knowledge graphs; and Tools, roles, and skills to design and implement AI-powered search solutions.

IAC 2024 - IA Fast Track to Search Focused AI Solutions

Enterprise Knowledge

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Mastering the Upsell

1. Mastering the Upsell

2. Before we get started Ask questions in the questions box on the right hand side of your screen, we answer them live during the webinar and after the webinar in our Q/A session. Questions?

3. Before we get started A recording of this webinar and the presentation slides will be sent to you within 24 hours after the conclusion Recording & Slides

4. Today’s Speakers Ganesh Subramanian Client Strategy Gainsight Claire Machado Customer Success Manager Azuqua

5. The Upsell Equation (# of new upsell opportunities) X (Close rate of upsell ops) = # of successful upsells

6. Increasing Upsell Opportunities

7. Does your customer need extra features? Increasing Upsell Opportunities

8. What if the features your client needs are not available yet? Increasing Upsell Opportunities

10. When is the right time to propose new features? Increasing Upsell Opportunities

11. How will your asking affect your relationship? Increasing Upsell Opportunities

12. Increasing the close rate of upsells

13. Should you hand-off to sales? Increasing the Close Rate of Upsells

14. How can you ensure the upsell team has all the information they need? Increasing the Close Rate of Upsells

15. The Upsell Equation (# of new upsell opportunities) X (Close rate of upsell ops) = # of successful upsells

16. How can we operationalize this process? Successful Upsells

20. Questions? Ganesh Subramanian Client Strategy Gainsight Claire Machado Customer Success Manager Azuqua

Hinweis der Redaktion

Understand what customers need by getting data from: Customer interactions with marketing collateral In-product behavior Feedback Direct outreach

Mastering the Upsell

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