CSM Practice - The Customer Success Podcast

Uplevel Your QBRs to Double Your Upsell Revenue

Jan 3, 2025

Stijn Smet, Head of Customer Success at Whale and one of the top 100 Customer Success Strategists, shares his insights on maximizing upsell revenue. He discusses transforming Quarterly Business Reviews into engaging conversations that leverage product usage data. Stijn emphasizes the importance of ROI calculators and authentic communication to drive upsell opportunities. He highlights how effective customer success strategies can surpass traditional sales methods, ultimately shaping a more collaborative approach to customer engagements.

35:18

Episode guests

Stijn Smet

AI Summary

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Episode notes

Podcast summary created with Snipd AI

Quick takeaways

Emphasizing data-driven strategies and customer engagement during QBRs can significantly uncover upsell opportunities and foster stronger client relationships.

Utilizing ROI calculators to illustrate the value of products effectively drives upsell discussions and helps demonstrate significant impacts on client operations.

Deep dives

Harnessing Existing Customers for Growth

Businesses should shift their focus from solely acquiring new clients to maximizing revenue from their existing customer base. The speaker emphasizes the importance of nurturing relationships with current clients to generate upsells, which can yield more revenue than new sales. By providing exceptional service and demonstrating value, customers become advocates for the brand, ultimately fostering loyalty and increasing overall profits. This approach not only lessens dependency on new business but also builds a stable foundation for sustainable growth.

Intro

2min

Evolving Strategies in Customer Success for Revenue Growth

3min

Transforming Quarterly Business Reviews

3min

Transforming QBRs for Greater Customer Engagement and Upsell Success

4min

Transforming Quarterly Business Reviews

23min

Are you maximizing the potential of your existing customer base, or are you still relying too heavily on new sales?

In this interview, Stijn Smet shares actionable insights on how top-performing companies are using data-driven customer success strategies to uplevel your QBRs and double your upsell revenues.

Click here to watch the interview on YouTube!

𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒

- How to harness product usage data to identify and act on upsell opportunities
- Strategies to elevate your QBRs into collaborative discussions that deliver real business value
- The role of ROI calculators in showcasing impact and driving upsell conversations with key stakeholders

𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓

Stijn Smet is the Head of Customer Success at Whale and was recognized as one of the top 100 Customer Success Strategists by SuccessHacker in 2023. With a passion for revolutionizing the customer success landscape, he is dedicated to mentoring and uplifting fellow professionals in the industry.

🔗 You may connect with Stijn via LinkedIn

𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒

📑 Read: How to Capture Business Outcomes During a QBR Meeting

🎥 Watch: Getting Executives to Attend Your QBR

⏬ Download: QBR Template

👉🏻 Whenever you’re ready...If you're an 𝘦𝘹𝘱𝘦𝘳𝘪𝘦𝘯𝘤𝘦𝘥 𝘦𝘹𝘦𝘤𝘶𝘵𝘪𝘷𝘦 𝘣𝘶𝘪𝘭𝘥𝘪𝘯𝘨 𝘢 𝘊𝘚𝘔 𝘱𝘳𝘢𝘤𝘵𝘪𝘤𝘦 𝘧𝘰𝘳 𝘵𝘩𝘦 𝘧𝘪𝘳𝘴𝘵 𝘵𝘪𝘮𝘦, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:

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2️⃣ 𝙅𝙤𝙞𝙣 11,000+ 𝘽2𝘽 𝙀𝙭𝙚𝙘𝙪𝙩𝙞𝙫𝙚𝙨 𝙖𝙣𝙙 𝙇𝙚𝙖𝙙𝙚𝙧𝙨
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