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

Customer Experience Strategy
Survey Results: How Market Leading Companies Plan to Make the 2020 Number
We recently wrote about the emergence of the Chief Customer Officer and took that opportunity to survey CCO’s about how they will make their 2020 number.   We found that companies had initially been planning on nearly 31% of their 2020...
Read More
Customer Experience Strategy
What a World-Class Customer Onboarding Process Looks Like
Customer Onboarding is a crucial activity for customer success teams. In fact, within SBI’s 4-Step Customer Success (CS) Strategy, successful Customer Onboarding is the #1 factor in ensuring that customers achieve their desired outcomes. Yet, if you were to ask...
Read More
Marketing Strategy
Customer Experience Isn’t a Straight Line, It’s a Complex Ecosystem
Customer Experience is more important now more than ever, as lockdown orders remain in place across the country, many companies are being forced to serve customers outside of traditional channels. Customer Experience is no longer a buzzword or the next...
Read More
Go-To-Market Strategy
How to Leapfrog Competitors With Your Digital Customer Experience
Having a full comprehension of customer experience in a digital world is crucial to revenue growth today. This motion requires not only active market listening, but communicating actionable insights across product, service, and channels — all while reducing friction in...
Read More