Customer Expansion: Cross-Sell & Upsell Customer Expansion: Cross-Sell & Upsell
SIA Coaches
Manager, Customer Success
Tipalti
  • 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…

  • Identify the key facets of your quarterly planning document and team OKRs to plan your pipeline
  • Identify potential sources for your pipeline coverage
  • Learn how to qualify pipeline opportunities accurately
June 27 2022
3/5
Class 3 | Account planning

 

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

  • Determine the correct segmentation and prioritization for your book of business
  • Build a strategic account plan to hit your quota
  • Execute tactics to fulfill your account plan
June 29 2022
4/5
Class 4 | Executing growth in your renewals

 

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

  • Establish timing and sequencing protocols for successful renewals
  • Review key strategies for successful renewal conversations
  • Prepare key tactics for successful  effective renewal conversations
July 6 2022
5/5
Class 5 | Customer Negotiation Masterclass

 

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

  • Prepare for commercial negotiations with confidence
  • Set yourself up for success in negotiations with your customers
  • Navigate around hurdles in the negotiation process
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...