Five Elms Roundtable on Building an Account Expansion Program

Customer expansion (by way of cross-sell and upsell) is one of the few ways that post-sale teams can directly impact revenue. If that weren’t reason enough, expansion also tends to reinforce retention, offset churn, and support a virtuous cycle of more investment in post-sales team and resources. Yet expansion functions in CS teams are often underdeveloped and not set up for scale. In this session, Rob Zambito tackles the big question: How do you build a scalable customer expansion program within CS? In making his recommendations, he’ll walk through best practices for building an account expansion program and optimizing your upsell/cross-sell motion.

Ideal for Customer Success and Sales Leaders and CEOs/Founders

Join to discuss:

• Expansion ownership models (and why a commercial CS function works best)
• Training, practices, and tips to get CSMs comfortable working as selling
• Building talk tracks to broach upsells with your current customer base
• How to handle common objections to account expansion