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Customer Success Talks
The Art of Upselling and Cross-Selling in Customer Success | Jan Young
Jan 2, 2024
Jan Young, a remarkable guest in customer success and upselling, discusses the mindset shift in customer success, developing negotiation skills, and leveraging data for success. She highlights the three conditions for successful post-sale expansion and the importance of practicing and teamwork in negotiation. Jan also emphasizes the need to align with the company's go-to-market strategy and understand customer needs and goals for effective customer engagement.
46:00
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Quick takeaways
- Adopting a proactive mindset and actively managing customer portfolios can lead to upselling and cross-selling opportunities.
- Developing negotiation skills through practice and teamwork is crucial for effective customer negotiation.
Deep dives
Challenges in Selling: Mindset Shift
Shifting the mindset from reactive to proactive can be challenging. Customer success managers need to focus on proactive tasks to increase the possibilities for selling, such as managing their book of business, understanding white space opportunities for upselling and cross-selling, and actively setting agendas with customers to identify potential sales opportunities.
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Discover
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Listen to the best highlights from the podcasts you love and dive into the full episode