Customer Expansion: Cross-Sell & Upsell Customer Expansion: Cross-Sell & Upsell
SIA Coaches
Manager, Customer Success
Tipalti
VP of Customer Experience
Handshake
  • Description
  • Course Syllabus
  • Coach Information
Course Description

Customer expansion is essential for business growth. A key part of account management is ensuring you have set up your book of business with the strategies and insights you need to expand and grow your current customer base. 

This course will equip Account Managers and Customer Success professionals with the knowledge and skills needed to manage and expand their accounts.

Beginning with an introduction to key strategies and concepts, you will then learn about important techniques for pipelining and forecasting, account planning, and growing your accounts through renewals. The course will finish with a masterclass on handling negotiations with ease.

This course has been designed for Account Managers and CS professionals who are responsible for the commercial terms of the customer relationship.
What impact this course will have:
  • Leverage customer expansion through cross-sell and upsell activities
  • Optimize your pipeline
  • Build a strategic account plan to hit your quota
  • Prepare tactics and strategies to maximize your renewals
  • Improve your negotiation skills to approach commercial conversations with confidence
Course Syllabus
June 22 2022
1/5
Class 1 | Introduction to expansion, cross-sell and upsell

 

By the end of this class, you will be able to…

  • Describe why customer expansion is essential for scaling SaaS businesses
  • Recall important metrics to describe customer growth
  • Explain common cross-sell and upsell activities
June 23 2022
2/5
Class 2 | Pipeline creation, coverage and forecasting

 

By the end of this class, you will be able to…

  • Understand your comp plan and team OKRs to plan your pipeline
  • Identify potential sources for your pipeline coverage
  • Recall methods to help you with pipelining
  • Forecast your pipeline accurately
June 27 2022
3/5
Class 3 | Account planning

 

By the end of this class, you will be able to…

  • Recognize the benefits of pre-sales onboarding in the Embark stage
  • Develop your internal and customer Handoffs
  • Adapt your tools to improve Kickoff and Adopt stages
June 29 2022
4/5
Class 4 | Executing growth in your renewals

 

By the end of this class, you will be able to…

  • Establish how the tools to Review and Expand improve existing customer experience
  • Plan to put Orchestrated Onboarding into practice
  • Envision the impact of org-wide customer onboarding
July 6 2022
5/5
Class 5 | Customer Negotiation Masterclass

 

By the end of this class, you will be able to…

  • Understand the role of the procurement team within your customer
  • Navigate around blocks that arise during the procurement process
  • Prepare for commercial negotiations with confidence
Manager, Customer Success
Tipalti
Irina spent the last 9 years leading Account Management and Customer Success teams in marktech, e-commerce and fintech SaaS businesses. She is driven by the need to make a difference to people and businesses. For Businesses, this means deliveri...
VP of Customer Experience
Handshake
Mallory Wheaton is the VP of Customer Experience at Handshake.  Throughout her career,  she has helped companies and educational institutions transform the way they do business through HR/Education Technology. She’s grown Handshake’s customer b...