MSP Company Tactics for Customer-Centered Upselling and Cross-Selling
An MSP company needs to have outreach tactics built around clientele. You don’t want to overwhelm, but at the same time, you don’t want to look down on selling technique. Selling isn’t a bad thing. The word “sales” isn’t a dirty word.
Customer-centered marketing professionals incorporate upselling and cross-selling; they just won’t do so in an over-the-top manner which oppresses clients or leads.
An MSP company should differentiate cross-selling from upselling. Cross-selling would be like this: if you were a fast food restaurant selling a burger, and you asked if the buyer wanted fries, you’ve cross-sold an item to them. Basically, cross-selling involves related services or products which better the choice a client has made.
If you’re going to do this in a customer-focused way, you’ll want to only suggest items that will actually provide legitimate value to clients. Some businesses can’t afford what you are offering, so you’ve got to be willing to back down if they decline. However, if you’ve researched your clients well, you can determine what will actually provide them value and truly help them.
Upselling is often thought to be obtrusive. Say you’re at a restaurant, and someone comes in and orders a medium-sized entree. Upselling would be convincing them to go with the “large”. In tech, you may want to upsell clients when you know that which they’re planning to purchase won’t serve their needs.
For example, they may be purchasing less cloud space than they’ll need by year’s end or perhaps the tech they’re buying isn’t requisite to the tasks they’ll be using it for. Again, leverage your upsell with true value.
Serving the Client
An MSP company may actually be underserving clients by refraining from cross-selling or upselling. This is especially true when clients are purchasing products or services in ways that don’t reflect their needs. Know your clients and target prospects to understand their true needs, and serve them.