Upsell Trigger Program (CSQL)

The Upsell Trigger Program identifies Customer Success Qualified Leads (CSQLs) by analyzing customer behavior and usage patterns. The program automatically flags opportunities for upselling additional products or features when customers hit specific usage milestones or demonstrate interest in premium features, helping to drive revenue growth.

Main Audience

• Champions
• Decision Makers

Main Company Goal Supported

• Increase Net Revenue Retention (NRR): Identifying upsell opportunities increases revenue within existing accounts and helps drive expansion.
• Improve Customer Lifetime Value (CLTV): By upselling relevant products or features, the program increases the overall lifetime value of each customer.
• Enhance Product Stickiness: Introducing additional features or products that meet growing customer needs increases product engagement and reliance.

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Customer Outcome (Objective)

Provide timely, relevant offers for additional products or features based on customer behavior, ensuring the upsell aligns with their evolving needs.

Key Actions:

• Behavior Tracking: Monitor customer usage data to identify triggers for potential upsells (e.g., usage of certain features or reaching a capacity limit).
• Personalized Upsell Offers: Present tailored upsell opportunities when a customer demonstrates specific behaviors, ensuring relevance to their needs.
• Automated Notifications: Use automated alerts to notify sales teams or decision makers when a potential upsell opportunity is identified.

Measurement of Success (Key Metrics):

• Number of CSQLs generated
• Increase in upsell conversions
• Revenue growth from existing customers