Many Australian SMEs leave money on the table because their sales and customer success teams aren’t working together effectively when it comes to upselling. It’s a common issue – sales focuses on landing new customers, while customer success concentrates on keeping existing ones happy. But a coordinated approach unlocks significant revenue potential. We see this time and time again with our clients.
The key is to move beyond simply ‘handing off’ a customer after the initial sale. Instead, think of it as a continuous partnership. Here’s how to align these teams for greater upsell success:
- Shared Customer Insights: Customer success teams have a deep understanding of how customers *actually* use your product or service. Sales needs access to this data – usage patterns, pain points, and achieved value. A shared CRM is essential, but it’s not enough. Regular, structured feedback loops – perhaps a weekly meeting – ensure sales knows which customers are primed for an upsell.
- Define ‘Upsell Ready’: Don’t let sales waste time chasing leads who aren’t a good fit. Customer success should define clear criteria for when a customer is ‘upsell ready’. This might be based on achieving a certain level of product adoption, reaching a specific business milestone, or expressing a need for additional features.
- Value-Based Upselling, Not Feature Dumping: Train both teams to focus on the *value* an upsell delivers, not just the features. For example, instead of saying “Upgrade to the Pro plan for more storage,” say “Upgrading to the Pro plan will allow you to automate your reporting, saving you five hours a week.” This resonates far more effectively.
- Incentivise Collaboration: Traditional sales commission structures often focus solely on new revenue. Consider incorporating incentives for successful upsells facilitated through customer success. This encourages collaboration and recognises the value of a team effort.
Ultimately, aligning sales and customer success for upselling isn’t about adding more processes; it’s about fostering a shared understanding of the customer journey and a commitment to maximising customer lifetime value. By breaking down silos and prioritising collaboration, Australian SMEs can unlock a significant and sustainable revenue stream. Your next step should be to schedule a workshop with both teams to map out your current customer journey and identify opportunities for improvement.
