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11min chapter
The Art of Upselling and Cross-Selling in Customer Success | Jan Young
Customer Success Talks
The Shift towards Selling and Cross-Selling in Customer Success
This chapter explores the changing role of customer success managers (CSMs) in the SaaS industry, focusing on the importance of selling and cross-selling for sustainable growth. It emphasizes the need for CSMs to align with the company's go-to-market strategy, set measurable goals, and build advocates. The chapter also discusses the challenges of transitioning from a reactive to a proactive mindset in customer success.
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