How To Nail Upselling In Customer Success w/ Rachel Provan

Scale Tale - The Customer Success Podcast

One of the biggest challenges in Customer Success is aligning goals and expectations.
Many Customer Success Managers (CSMs) feel uncomfortable with upselling because they have misconceptions or haven't been properly taught. Rachel Provan joins Mausmi Ambastha, Co-Founder, ZapScale to share insights on how CSMs can approach upselling with compassion and a genuine desire to help customers through upsells.
Mausmi and Rachel discuss:
01:28 - Rachel's journey from acting to CS
05:32 - Should CS own upsell?
09:28 - Getting customers from 0 to first value
11:13 - Understanding the customer's definition of value
15:10 - How to start the upsell conversation
18:08 - Doing what's best for the customer
19:46 - Aligning customer needs with upsells
21:38 - Increasing revenue with upselling
26:00 - 4 stages of CS
31:52 - Importance of founder-led CS
34:55- Rachel's Customer Success Coaching
About Rachel Provan
Rachel is an accomplished Customer Success Leadership Coach and the CEO of Provan Success, LLC. With an impressive track record of 15 years as a customer success leader, Rachel has successfully built and transformed CS departments across a wide spectrum of organizations, from dynamic seed-stage startups to industry-leading Fortune 500 companies.
Rachel's thought leadership has garnered industry recognition, including being honored as one of the top 50 women leaders in Customer Success by SmartKarrot, and earning the title of top 100 CS strategist by Success Coaching.
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Connect with Rachel on LinkedIn 👉 https://www.linkedin.com/in/rachelhprovan
Check out Provan Success 👉 https://provansuccess.com/