How to Upsell and Cross-Sell Successfully

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The cost of selling to existing customers is much lower than going through the process of generating leads and nurturing them into customers. Often, you already have a personal relationship with existing customers, and they likely have a positive opinion of your company. This means you’ll encounter much less resistance when trying to sell to existing customers, so you can effectively increase the LTV of each customer through cross-selling and upselling.

1. Let the customer handle it successfully


Our key advice is to not try to force these add-ons on your customers, as this may turn them off or even cost you the initial sale. Instead, to upsell and cross-sell in a more gentle way, we recommend leaving it primarily to your Customer Success team.

If you don’t have a customer success team or are unfamiliar bosnia and herzegovina telegram number database with the concept, customer success is the team that follows up with customers after they purchase and coaches them on how to best use your product to get results. During this onboarding period, customer success reps spend a lot of time teaching customers and building great relationships, and they become very familiar with their customers’ unique challenges and needs.


When they start getting concrete results on the first product, the Customer Success rep can introduce another related service that they can clearly benefit from, or suggest that they upgrade to the next level plan to get more done with the current product.


2. Be aware of customer loyalty

Track the engagement of each customer and try to measure their loyalty to your brand. There are various ways to do this, such as through a Net Promoter Survey (NPS) or counting the time they attend your online events. You’ll find that it’s much easier to reach out to existing customers with a cross-sell or upsell if they’re already fans of your brand and your other products.

What is Net Promoter Score (NPS)?


3. Don’t mess with the timing of your approach


If your approach is not timed right, the customer may feel like you are just trying to squeeze their profits, and your relationship could take a serious hit. One way to always reach out at the right time is to base your approach on data.


With marketing automation, you can track existing customers as they interact with your brand online, such as by visiting your website, opening an email, or clicking on a Facebook ad. If they’re looking at details for another one of your products and then go on to download a brochure or attend one of your seminars to learn more, then clearly they have some current need that this product might be able to solve. With this knowledge, you can then smoothly get more information, proactively offer to meet with them for a quick demo, and bam! Before you know it, you’ve successfully cross-sold a new product.




Summarize

Both upselling and cross-selling are key strategies in sales that allow you to increase sales revenue without having to go out and find new customers. If you have products and services that complement each other, consider building a business model that focuses on existing customers and personalizes your marketing messages to that group, rather than just chasing new leads. As for your existing customers, they may already have a good impression of your brand and are generally more willing to consider another of your services than a new lead with whom you have no previous relationship.