What is Expand Selling?

Posted by Steve Frost on 4/12/18 5:00 AM

TSIA Expand Selling research provides clear guidance on how to utilize Services and Customer Success teams in the Sales process for cost-effective revenue growth from existing customers. The name “expand selling” is derived from the third stage in TSIA’s Land, Adopt, Expand, Renew (“LAER”) customer engagement model. It is rooted in TSIA’s belief that selling can be the natural, helpful outcome of a Services conversation, as long as it is taken within the mindset of helping the customer solve their problem, achieve their goals, and drive value from their technology investment.

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Topics: services, sales, expand selling, LAER, collaboration, cross-sell, upsell, trusted advisor, touchpoint calculus

Touchpoint Calculus: Why Sales Can’t Do it for Themselves

Posted by Steve Frost on 5/9/17 5:00 AM

In an earlier blog post of mine, we explored the concept of Relationship Equity, which is the trust that Services Delivery teams have engendered with their clients that allows them to ask the questions that salespeople can’t. They are able to uncover problems, challenges, and opportunities that customers would generally withhold from a salesperson, or even their account manager. Customers tend to believe that Services people are there to help, not separate them from their money.

If companies can merely document and act upon the knowledge gained by their Services teams, they can tap into a new wellspring of potential upsell and cross-sell opportunities, at an extremely low cost. After all, these Services interactions are happening anyway, so there’s no money out of pocket being spent to acquire these leads. Today, I’d like to expand upon that post by exploring a second concept called “Touchpoint Calculus.”

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Topics: sales, expand selling, sales costs, touchpoint calculus

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