What are some best practices for selling a new product/service to your existing SaaS clients?
Know your NPS.
Here’s the bottom line: if your NPS is say > 40 or so, a significant portion of your customers love you. If your NPS is say > 60 or so, a ton of your customers love you.
Business are looking for solutions to their problems.
If a business’ very favorite vendor has another solution to another of their problems — they’ll want to take a look. You’ll actually be doing them a favor:
- They’ll take the call.
- They’ll attend the webinar.
- They’ll read the email.
But if your NPS is low, they won’t.
So my #1 best practice is get your NPS up. Then, basically any approach will work. Call. Email. Blog. Tweet. Have customer success do a soft sell. Have sales do a hard sale. It will all work — to the segment of your customers that truly love you.
And if your NPS is low, segment it. And reach out not to the customers you think are happy — but the ones that have told you they are. The ones that say they’ll recommend you to others.