Secrets to Smooth Renewals and Driving Upsell Opportunities

CSM Practice - The Customer Success Podcast

"Streamlining renewals and driving upsell opportunities aren't just tactics; they're essential strategies for sustainable growth in today's evolving customer success landscape."
Chris Dishman, Sr. Vice President of Global CS at Totango, shares the importance of proactive strategies in customer renewals, the benefits of empowering Customer Success Managers (CSMs), and the integration of upsell opportunities to boost revenue.
Click here to watch the interview on YouTube!
𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒
- Learn how empowering Customer Success Managers (CSMs) to handle renewals has led to faster, more efficient processes and improved customer satisfaction.
- Discover specific tactics for identifying and leveraging upsell opportunities, resulting in significant revenue growth.
- Gain insights into the post-merger integration of Totango and Catalyst, including the strategic benefits and enhanced customer success operations.
𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓
Chris Dishman is SVP of Global Customer Success of Totango + Catalyst, a customer growth platform that helps businesses protect and grow revenue from their customer base. He’s responsible for driving revenue growth by fostering an holistic GTM strategy with emphasis on building exceptional alignment between the pre- and post-sale activities, teams and functions.
🔗 You may connect with Chris via LinkedIn.
𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒
📑 Read: Managing Renewals Early On In the Customer Journey

🎥 Watch: Increasing Upsell Revenue with Customer Intelligence Tools
⏬ Download: Upsell Strategies Global Market Trends
#CustomerSuccess #Renewals #UpsellStrategies #BusinessGrowth

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Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:
1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here
2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here
3. Build Your CS Strategy — If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here
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Chapter

1. Intro (00:00:00)

2. Need for Renewal Process Change (00:03:48)

3. Positive Impact on the Business (00:07:13)

4. RACI Matrix (00:08:39)

5. CSQO (00:15:25)

6. CSM Compensation Plans (00:20:57)

7. What To DO and NOT To Do (00:25:36)

8. Using Spiffs (00:28:35)