The Existing Customer Upsell

The Existing Customer Upsell

The Existing Customer Upsell

What is it: Selling to your existing customer base is a tried and true path to revenue, but you can't have your sales team dive in straight away. These are valuable customers that need to be treated with the utmost care. The Existing Customer Upsell recognizes when existing customers land on the site and takes a look at few vital pieces of information before serving up experiences. If a customer is a green account, open the door to talk about new services and products that they could benefit from.

Where to use it: Configure this experience on your website for all existing customers. Make sure to pull in all Salesforce Account data and use that information to fuel personalization, branching and routing rules.

Why do it: Customers are #1. Make it easy for your customers to engage with your teams and improve your chances of expanding your accounts.

The business impact: It's easier and more cost-effective to sell to an existing customer versus acquiring a new one. By nurturing your existing customers through conversation, you increase your chances of renewing and expanding your accounts.

You're 60-70% likely to sell to an existing customer, compared to the 5-20% likelihood of selling to a new prospect. - Marketing Metrics: The Definitive Guide to Measuring Marketing Performance

Building the Experience

We've broken down how to build Existing Customer Upsell in a few easy steps.

Key Takeaways

Companies like Payzer are using The Existing Customer Upsell to connect with and expand healthy accounts. If you have a healthy price point and are focused on account renewals and expansion, this experience is for you.

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- Scott Holden, CMO, Thoughtspot