Uncovering Impact with Existing Customers

Most SaaS teams are maniacally focused on new logos, while ignoring massive untapped profits that are right there in the existing customer base. At the same time, most Customer Success teams are barely scraping by, with no structure or proven frameworks to tie them together with the sales and marketing activities on the left side of the bowtie.

With a cohesive operating model, CS teams can finally reach their potential of driving sustainable growth and profit from the existing customer base.

The best way to uncover more impact is with your existing customers.


This workshop is best for:

  • Chief Revenue Officers
  • VPs / Directors of Customer Success

Things you’ll learn:

  • The most often overlooked skills that CSMs need to be trained on, in order to drive recurring impact for their customers
  • Where in the process the ‘upsell’ actually starts, and how to train CSMs on managing this 
  • How to sync your CS team on a common language with sales, for smoother handoffs and a better customer experience
  • How you as leaders can extract the insights that you need to hear from your existing customers about their true issues and pain points


Jacco van der Kooij
Winning by Design
Mark Kosoglow

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