Upsell and Expand Customers

Proactively manage upsells, improve overall efficiency, and visualize information on expansion opportunities



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Introduction to Expansion

New Customer acquisition is not the only way to grow your business. Implementing a customer expansion strategy can help you grow with the customers you already have.

The Expansion SuccessBLOC is the fuel for your business’s growth engine and central hub for managing upsell opportunities. 

Customer expansion isn’t about pushing current customers to spend more; rather, it’s about creating extra value that customers will benefit from. Customers are willing to pay for this new value, which helps you increase your company’s revenue. Think of customer expansion as a challenge to your business to become even better while enabling you and your customers to grow together.

The Expansion toolkit allows you to:

  • Proactively identify and close more expansion opportunities
  • Create additional value for your customers 
  • Improve efficiencies within your upsell process
  • Use personalized campaigns to automatically reach out to key contacts when they’re running low on licenses
  • Leverage SuccessPlays to proactively call your team to action when expansion opportunities are identified
  • Standardize the upsell process with SuccessPlays and opportunity statuses that guide your team to a closed-won deal

What's Included?

goals & kpis

Measure success for the customer and success for the business

  • Create Upsell Opportunities
  • Upsell Play1: License Utilization
  • Upsell Play 2: 3 out of 5 Products
  • Upsell Play 3: Strong Engagement
  • Stage of Renewal
  • Growth Rate
  • Health of Accounts in Play 3

Customer segments

Filter and analyze groups of users or accounts to stay ahead of behaviors and deliver success

  • Upsell 2: Using 3 out of 5 products
  • Upsell 1: Accounts > 60% License Utilization
  • New Users in last 14 days
  • Upsell 3: Strong Customer Engagement


Automatically triggered or manual workflows containing sets of tasks and actions, prompting Customer Success Managers to focus on the most meaningful activities right on time

  • High Value - Identify Upsell Opportunities for High Utilization Accounts
  • Drop in Utilization


Automate your communications using campaigns to send automation emails triggered by various goals

  • Upsell Campaign - High License Utilization


Help your team with company and industry best practices to shorten the learning and training time and create consistency across your engagements

Setup your SuccessBLOCs today. Try Totango for Free.