How does your organization think about cross-sell and upsell motions in your role? Is it a requirement? Is is it a motion that’s being SPIFF’ed? Or is this an area your team has yet to start in a formalized process?

At Gainsight, we’re super focused on driving additional value for our customers by helping our Commercial counterparts. In this market it’s critical to identify opportunities and my colleague and super successful CSM, Desiree Dieter, spoke about this very topic at Pulse 2023. Spoiler alert: As CSMs we are primed to identify upsell and cross-sell opportunities more than other roles at your organization. Your leaders are probably thinking about how to justify budget for your teams and helping grow your book of business is a tangible way to show value.

Desiree brought up a few key points in her presentation that I’d like to suggest as takeaways in your day-to-day:

• How well do you know your customers business and needs? Create a mutual Success Plan and uncover their goals and business drivers. From here, you can start to plan and listen for what the customer’s current challenges are, and where your product will solve for those challenges.
• Use Gainsight to work cross-functionally! Tag your Commercial counterparts, leaders, etc in your Timeline notes to share ideas or valuable insights from your customer conversations.
• Leverage your Health Scorecard to see where product adoption and deployment might be low or high to identify opportunities. 
• Use our CSQL (Customer Success Qualified Lead) tool to submit your upsell and cross-sell leads!

Watch her speak on this topic and let us know what else you might add! What are you doing to add more revenue to your book of business?