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.
Chapters
Transcript
Episode notes
1 2 3 4 5 6 7 8
Introduction
00:00 • 2min
Aligning Goals with Market Strategies in Customer Success
01:57 • 6min
The Use of 'Sell' in Customer Success
07:38 • 2min
The Importance of Trust and Proper Identification in the Selling Process
09:44 • 4min
The Shift towards Selling and Cross-Selling in Customer Success
14:03 • 11min
Understanding Objecions and Asking the Right Questions
24:56 • 6min
Maximizing Customer Success through Onboarding and Renewals
30:41 • 3min
Understanding Customer Needs and Goals
34:11 • 12min