How to Implement Cross-Selling Strategies for SaaS Products

In 2024, we took a radically different approach that drove exceptional net revenue retention (NRR), with all customers renewing and expanding within their first year. Most SaaS companies claim they have a land and expand strategy. But let's be honest—many are just rushing to close initial deals and figuring out expansion later. I’ve seen (and done) this myself as an IC. Here are 3 things we're doing differently to maintain profitability in 2025: (1) Intentional Deal Architecture from Day One We've abandoned the "close now, figure it out later" mentality. Instead, we architect comprehensive deals upfront that map to our customers' growth journey: -Set platform pricing with included user counts -Pre-negotiate expansion user pricing -Define integration pricing tiers -Document future use case pricing This means when a customer starts with Gmail and Salesforce integrations, they already know exactly what adding Microsoft Dynamics or Tableau will cost. No surprises, no painful negotiations – just seamless expansion. (2) Zero Handoffs, Total Accountability. We've eliminated the traditional sales-to-CS handoff that creates gaps in customer experience. The same team that closes your deal stays involved in deployment and ongoing success. This isn't just feel-good stuff – it's practical: -Sales maintains strategic relationships -We deeply understand use cases -We spot expansion opportunities naturally -Early renewal conversations happen organically The result? We're not just vendors – we become strategic advisors helping shape our customers' trial and demo strategies (aka every CRO’s dream state.) (3) Aligned Incentives Drive Better Outcomes Here's something radical: our reps earn the same commission on expansion deals as new business. Why? Because expansion isn't an afterthought – it's core to our strategy. When you remove the artificial divide between new and expansion revenue, teams naturally focus on long-term customer success. 🤙 The Impact Yes, this approach requires more upfront work. You'll spend more time on initial deals. Your sales cycle might lengthen. But the results speak for themselves: >100% customer renewal rate >Every renewal includes expansion >Most customers expand license counts >We're seeing early renewals with expansion The old way of landing deals at all costs then scrambling to expand later is done. Today's market demands intentional, strategic deal architecture that sets both you and your customers up for long-term success. It's time to stop talking about land and expansion and start designing for it from day one.

Yesterday, I had an insightful conversation with a VP of Customer Success from a well-known SaaS company based in Bangalore. We were discussing strategies around upsell and cross-sell, and she shared a fantastic example of the power of subtle nudges. Her team noticed one of their long-standing customers was steadily increasing their use of automation features—a strong indicator that they might benefit from more advanced capabilities. But rather than pushing an upsell directly, her CSM decided to take a softer approach. During a regular check-in, the CSM casually shared a success story about a similar customer who had upgraded and saw a significant boost in productivity. 𝐓𝐡𝐞 𝐬𝐭𝐨𝐫𝐲 𝐫𝐞𝐬𝐨𝐧𝐚𝐭𝐞𝐝. 𝐈𝐧𝐬𝐭𝐞𝐚𝐝 𝐨𝐟 𝐟𝐞𝐞𝐥𝐢𝐧𝐠 𝐥𝐢𝐤𝐞 𝐚 𝐬𝐚𝐥𝐞𝐬 𝐩𝐢𝐭𝐜𝐡, 𝐢𝐭 𝐟𝐞𝐥𝐭 𝐥𝐢𝐤𝐞 𝐚 𝐠𝐞𝐧𝐮𝐢𝐧𝐞 𝐭𝐢𝐩. The CSM even highlighted a few specific premium features that would align with the customer's current growth phase, like advanced analytics and additional integrations. This was all done in a way that showed they understood the customer’s journey and were there to support it. The result? Within a quarter, the customer upgraded, excited by the potential impact on their operations. They even went on to explore cross-sell options in other areas. The VP and I both agreed: 𝐬𝐮𝐛𝐭𝐥𝐞, 𝐭𝐢𝐦𝐞𝐥𝐲 𝐧𝐮𝐝𝐠𝐞𝐬 𝐛𝐚𝐬𝐞𝐝 𝐨𝐧 𝐠𝐞𝐧𝐮𝐢𝐧𝐞 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐢𝐧𝐬𝐢𝐠𝐡𝐭𝐬 𝐜𝐚𝐧 𝐛𝐞 𝐠𝐚𝐦𝐞-𝐜𝐡𝐚𝐧𝐠𝐞𝐫𝐬. Upselling and cross-selling don’t have to be about pushing products—it’s about helping customers realize the full potential of what’s available to them. We explored on how to make the above a playbook across all their 62 CSMs who are spread across 3 continents and what kind of nudges can be incorporated. #CustomerSuccess #Upsell #CrossSell #CustomerJourney #CustomerSuccessStories

Account Managers.... Cross selling into different business units can be difficult, however there is plenty you can do to maximize your opportunities. It is your job to be aware of the organization's overall goals and initiatives, so tying those to your potential cross sell will be important. In a perfect world, you main POC will refer you to speak with their colleagues, but that is not always the case. If you are doing outreach to tap into different units, trying to find other potential buyers, you need to create a solid gameplan. I personally like to use a 4-step formula in my outreach. 1. Research based opener (tied to the organization 9/10 times) 2. Problem based statement (what they are/may be facing) 3. How we are currently helping, and how the additional solution can help 4. Interest based CTA When speaking or messaging prospects within your account set, you need to tie how the current implemented solution is helping the main POC achieve XYZ. This automatically triggers a sense of ROI, positive impact, value given, etc. From that, then tie in how your proposed solutions helps them achieve XYZ. Mention how other leaders in their space achieved X, how they will get that similar/better ROI, how they will solve X, etc. Build credibility, status, and trust with them, as you already should have this with the clients you support. Never miss out on opportunity with aspects that are in your control. Go make it happen.