The Existing Customer Upsell

Grow pipeline by tapping into your current customers. When your clients explore specific pages on your site, like new product offerings or pricing, invite them to a meeting with their trusted account manager.

How to Build the Existing Customer Upsell

Follow these steps to identify which accounts are most likely to increase spend.

1. Configure Meeting Types & Meeting Routing

Create or verify that you have the appropriate meeting type and meeting routing for your current customers. Set the meeting routing to display their account manager’s calendar.

Depending on your Salesforce set-up, you may route to the matched Salesforce Contact. Then, select Related Account and Owner ID from the next drop-down menus:

2. Build a Segment

Create a new segment for your existing customers. Depending on your Salesforce configuration, the segment may be designed like this:

1. Select the Contact object and then Related Account.
2. From the next drop-down menus, select Account Type and is any of.
3. Then choose all stages that represent your current customers, such as Active Customer:
   

3. Create a Form or Button Experience

Button Experiences are currently in beta. If you’re interested, reach out to your Qualified Success Architect.

To build a Form Experience:

1. Click Show this experience to visitors that fill out.
2. From the right panel, pick which form to connect from Select form.

To build a Button Experience, first select which button will trigger the Experience.

Next, add the meetings scheduler for only your existing customers:

1. Insert a Branch action.
2. To set up the qualifying criteria:
   1. From the next drop-down menus, select Page View and equals. Enter links to your cross-sell products or services.
   2. Within your second branch’s criteria, select Segments, include any of, and your new segment:
      
3. Below the Match branch:
   1. Insert an Offer a meeting (fullscreen) action.
   2. Click the Route for Meeting step and then click Select Meeting type from the right panel. Choose the new meeting type that routes to the visitor’s account manager.
4. Below the No Match branch:
   1. If this is a Form Experience, end the Experience or add a Start a conversation action to direct them to live chat with an available sales rep.
   2. If this is a Button Experience, add Start a conversation and Navigate steps to a different, relevant page on your site. (Stay tuned for new options later this spring.)
5. When you finish building your Experience, click Save in the top-right corner.

Use Case

Focused on growing renewal deals, Admin Anna builds a new Qualified segment for their existing paid customers and a Button Experience that’s only offered to the new segment.

One of Rep Raquel’s accounts visits TroveRobotics’ website. They reach the newest product’s page and click the Book a Demo button. When the meeting scheduler appears, the visitor books a meeting with their account manager, rather than someone new who lacks their unique context on the account.