From Churn to Cross-Sell: A Journey of Customer Success Transformation

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#customersuccess #churn #upselling #bestpractices #csmpractice

Churn reduction and cross-selling and upselling increase are some of the biggest challenges sales and customer success teams face today.

In this podcast interview, Erika Tornice, VP of Revenue—Sales & Customer Success at RD Station, shares her expertise on how to tackle these challenges.

The focus of the discussion is on how to transform your business by decreasing churn and increasing cross-selling and upselling. Erika shares her journey from managing pre-sales teams to leading customer success teams, including balancing the responsibilities of both teams and measuring product adoption while simultaneously reducing churn. She also explains how leading indicators can be used to track product adoption and reduce customer churn, leading to increased revenue growth.

Erika's strategies and advice on reducing customer churn and maximizing cross-selling and upselling are worth a look. Take your business to the next level by learning from a seasoned leader in the field!

• The evolution of Customer Success as a career path in Brazil.

• Balancing responsibilities between pre-sales and customer success teams.

• The transformative journey from combating customer churn to fostering cross-selling opportunities.

• The impact of this transformation — a doubled adoption rate.

• Strategies for reducing churn and promoting customer success.

• Implementing leading indicators to measure product adoption.

• Setting and achieving goals after successfully increasing product adoption.

• Recommendations for replicating this success.

00:00 Intro
00:50 CS in Brazil
02:00 Post to Pre-sales
02:54 About the Team
03:09 Journey Transformation
05:00 Adoption Rate
07:48 Goal
09:17 Recommendations

🔗 Our thanks go out to Rocketlane for making this video possible:

ABOUT OUR FEATURED GUEST

Erika Tornice is the VP of Revenue – Sales & Customer Success at RD Station. She has 20+ years of experience working in global organizations in the Services and Technology / SaaS industries. She loves to build organizations and great teams to help clients achieve their business goals and maximize impact.

🔗 You may connect with Erika via his LinkedIn profile:

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Additional Resources

📑 Read: Who should own the Renewals and Upsells? Sales or Customer Success?

⏬ Download Infographics: Upsell Strategies Global Market Trends

🎥 Video: UPSELL and CROSS SELL Program

🎥 Video: Do you have an upsell strategy?

🎥 Video: Increasing UPSELL REVENUES Proactively Using Blitz Campaigns

🎥 Video: Increasing UPSELL Revenues with CUSTOMER INTELLIGENCE Tools

⏬ Download: Upsell and Cross-sell Programs

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1. Grab a free copy of our Customer Success templates and infographics

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3. Work with our team privately

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