The Existing Customer Upsell

You already help customers get the highest return on their investment. With Qualified Signals, empower your team to cross-sell and expand their accounts. 

If a current customer is browsing pages about an unpurchased product, their Signals Engagement trend will increase to heating or surging. Alert your account executives or account managers right then so they proactively reach out and kickstart an expansion opportunity.

How To Build the Existing Customer Upsell

Working together, your Qualified and Salesforce admins can build the Existing Customer Upsell. Follow these steps to identify which accounts are most likely to increase spend.

TIP! Download our Signals unmanaged package to save time creating Salesforce reports like this one.

1. Create a Salesforce Report for Your Accounts

1. Create a new report in Salesforce.
2. Select Accounts and click Continue.
3. (Optional) Click the Edit Report Name icon to enter a new report title, like “My Accounts On Fire/Hot and Surging/Heating.“ When you’re done typing, click outside the textbox to save your update.
4. From the left panel, select the following columns:
   • Account Name
   • Qualified Signals Score 
   • Qualified Signals Engagement Intent
   • Qualified Signals Trend
   • Days Since Last Activity
   • Contract End Date

2. Add Filters for Indicative Signals Data and Run Your Report 

1. Click Filters.
2. Keep the default filter Show Me: My accounts as-is. 
3. Click Created Date and change the date range to include all of your accounts.
4. Click Run on the right.
5. Click the Arrow icon in the Qualified Signals Engagement Score column and select Sort Descending.

3. Build a Salesforce Flow that Alerts Reps in Chatter

We recommend using Flow Builder or Process Builder to alert reps in Chatter based on Signals data. Because each Salesforce org varies, configure a custom alert flow to automatically alert your team via Chatter.

4. Create a Qualified Signals Account List

1. Create a new Signals account list in Qualified, and check Share with org.
2. Click the Filter icon.
3. Click on the tiles to apply these filters:
   • Type: In Salesforce
   • Engagement Intent: Hot and On Fire
   • Engagement Trend: Heating and Surging
4. Click +Add Filter and build these two filters using the drop-down menus:
   

   Salesforce Object	Salesforce Field	Operator	Value
   Account	Account Type	is any of	Customer
   Account	Open Opportunity Count	is less than	1

5. Click Apply and Save.
6. Click the Edit Columns icon on the right and select under External Fields:
   • Account Name
   • Days Since Last Activity
   • Contract End Date
7. Click Apply and Save As…

Use Case

When new products are launched at Trove Robotics, account managers want to sell to their customers’ other departments. Admin Anna creates a Salesforce report, automated Chatter notification, and Signals account list.

One of Rep Raquel’s accounts visits Trove Robotics’ website. They spend considerable time on the newest product’s page, which raises their Engagement Trend to surging and triggers a Chatter notification. Rep Raquel reviews the account’s browsing data in Qualified Signals to send their customer a personalized, relevant message from their sales engagement platform.