PHASE 7: CS OPPORTUNITY MANAGEMENT PROCESS
Build an opportunity management process to enable CSMs to uncover upsell/cross-sell instances and a proactive renewal management cycle.
A documented Opportunity Management Process helps ensure that your Customer Success and/or Account Management teams are aligned on what actions, must be completed, and when to expand and renew existing accounts.
Rapid Diagnostic
1. You have a renewal motion that results in 95% or more revenue retention.
2. Each role clearly understands their responsibilities and accountabilities for each step of the renewal phase.
3. Individuals know who can support them with the renewal phase.
4. You have an effective approach to execute a cross-sell motion (buy a new product, in a buying center that likely already buys one or more products from you).
5. Each role clearly understands their responsibilities and accountabilities for each step of the cross-sell phase.
6. Individuals know who can support them with the cross-sell phase.
7. You have an effective approach to execute an up-sell motion (buy more of the same product, likely in a different buying center).
8. Each role clearly understands their responsibilities and accountabilities for each step of the upsell phase..
9. Your team members know who can support them with the upsell phase.
10. You have key performance indicators (KPIs) that define success for each phase.
Deliverables
• Upsell Playbook
• Cross-Sell Playbook
• Renewal Playbook
• Job Aids
