Building strong customer relationships – engaging with customers, delivering value-added services, and driving upsell and cross-sell

In the previous section, we discussed critical aspects of scaling customer success teams through strategic hiring and training, which lays the foundation for accommodating the growth of your customer base. Expanding your customer success team is an essential part of the equation. Now, let’s shift our focus to building strong customer relationships by engaging with customers, delivering value-added services, and driving upsell and cross-sell.

This phase is all about utilizing your skilled and trained customer success team to cultivate lasting relationships with your customers while creating additional value and opportunities for growth. By focusing on building strong customer relationships, we not only aim to enhance customer retention but also explore ways to increase the share of wallet from existing customers through upsell and cross...