land and expand: how to increase revenue with customer success
TRANSCRIPT
Produced by
Growing Revenue Through Customer Success
LAND AND EXPAND
ABOUT ME
ABOUT MEABOUT ME
MY TEAM
BITLY ESTABLISHED
2008
60 EMPLOYEES
3 OFFICES
NYC, Denver, San Francisco
1200 Enterprise Clients
9M Free Users
2014 PLANNING…
THE OPPORTUNITY AND THE CHALLENGE
REWRITING THE RULES
STRATEGY
• Train and Hire
• Tier accounts
• Set aggressive meeting quotas
• Rebuild comp plan
“I guess you were right about the
email & call volume relating directly to
upsells –who knew?”
OUR RESULTS
CHURN
decreased
25%
UPSELL
increased
267%
SUCCESS
Brought in
33% of new MRR
Upsell = Churn
Upsell = 3x Churn
OUR RESULTS
WHY DID IT WORK?
• Increased knowledge
• Decreased time and frustration
• Increased activity
• $$$
• Strong rules of engagement
“A 2% increase in Upsell leads to a
28%Increase in Valuation”
DON’T FORGET…..
QUESTIONS?
