About this Blueprint
Blueprints are a collection of Vitally best practices and use cases brought to you by today's Customer Success thought leaders.
Visibility into customer product usage and automatic account indicators can help Customer Success teams easily identify expansion opportunities. Once that’s done, you now have the task of communicating the value your customer would receive by upgrading their software package and closing that deal.
With Conversation Templates, Customer Success teams can save time and effort by streamlining communication with customers based on the actions they take in your product.
Ben Francis, the Head of Customer Success at Salesmsg, uses this Upsell Blueprint to effectively highlight the benefits a customer would receive when upgrading their plan.
Preview of Blueprint
When to use an Upsell Blueprint
You can use this Blueprint as inspiration for your own upsell or cross-sell emails. Ben’s Conversation template includes an overview of why he is reaching out to the customer, the value add of upgrading their plan, and a link to his calendar to schedule a call. With this type of messaging, Ben has seen a 60-70% booking rate!
This messaging is ideal for teams who operate with a Tech Touch or Low Touch Customer Success model, where there is 1 CSM dedicated to many accounts, and you need a way to automate and scale your outreach efforts.
KPIs Impacted
- Net Revenue Retention (NRR) Rate
- Expansion Revenue
What data points or information will you need to complete or add?
Every organization has their own strategy when it comes to expansions and customer communication. You can use this Upsell Blueprint as a source of inspiration and simply fill in the details to match your product and processes.
With Conversation Templates, you can add in Account or User Variables which are dynamic customer data points that automatically fill in when the email is sent. If you have any product usage metrics or plan details you want to autofill in the Conversation, you can do so with Variables.
How can you customize this for other use cases?
This Upsell Blueprint uses Vitally Conversation Templates which are email templates that teams can customize for any scenario. You could create a Conversation Template for scheduling QBRs or welcoming new accounts as they move from Sales to Customer Success.
You can even automate a sequence of Conversations to be sent and send different messages based on the account’s criteria. Take a look at how Salesmsg uses Vitally Playbooks to automatically send Conversations and manage expansion opportunities.
About Salesmsg
Salesmsg is a two-way text messaging and calling platform that helps businesses send and receive messages and make phone calls online or on the go.
They are on a mission to help tens of thousands of businesses use SMS text messaging to connect, engage, and grow their businesses. Voted as one of Florida's Fastest Growing Companies, Salesmsg is poised to disrupt the business messaging & calling industry.
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