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Client Upsell Segmentation, Alerts + Playbooks

Description

Identifying and acting on upsell opportunities is essential for maximizing client value and revenue growth. This milestone sets up a system in HubSpot to segment clients into lists based on their eligibility for specific products or services. Automated workflows will add clients to these lists, notify reps when new upsell opportunities are identified, and guide them with tailored playbooks to initiate effective outreach. Whether using a general upsell playbook or product-specific playbooks (e.g., timekeeping or ATS), your team will have the tools and processes needed to successfully explore upsell opportunities and deepen client relationships.

Process Summary

  1. Define Upsell Criteria: Collaborate to identify the key factors that determine upsell eligibility for each product or service (e.g., existing product usage, company size, engagement level).
  2. Client Segmentation: Build dynamic lists in HubSpot that automatically group clients into upsell candidate lists based on the defined criteria.
  3. Workflow Creation: Set up workflows to automatically notify reps when a client is added to an upsell list and create tasks or reminders for follow-up.
  4. Playbook Development: Create one or more playbooks to guide reps in running effective upsell meetings, either generally or tailored to specific products.
  5. Testing and Refinement: Test the segmentation, workflows, and playbooks to ensure they function as intended and provide meaningful insights and guidance.
  6. Training and Rollout: Train your team on using the segmentation lists, notifications, and playbooks to effectively engage upsell candidates.

Requirements

  • A list of upsell products and the eligibility criteria for each (e.g., gaps in current solutions, activity levels).
  • Input on the structure and content of general or product-specific upsell playbooks.
  • Collaboration to define notification workflows and appropriate follow-up timeframes.
  • Feedback during testing to ensure the system aligns with team workflows and client needs.

Milestone in Action

Demo video coming soon.

Key Outcomes

  • Clients are automatically segmented based on upsell eligibility, streamlining opportunity identification.
  • Reps are notified of new upsell opportunities in real-time, reducing delays in engagement.
  • Playbooks ensure a consistent, effective approach to exploring upsell opportunities.
  • Increased revenue potential through targeted, data-driven upsell strategies.