The Power of Sales Renewals, Upsells, and a 360 Deg View - Featuring Stuart Balcombe [EP1]

Sidekick Strategies Expert Interviews

• 36 min

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Summary: In this conversation, Stuart Balcombe discusses the importance of sales, renewals, up sales, and customer retention for businesses. He emphasizes that retention starts on day one and highlights the need for a proactive strategy that focuses on customer success. Stuart also shares strategies and tactics for increasing renewal rates and upsells, as well as the role of customer experience in driving retention. He emphasizes the importance of measuring key metrics and indicators to track success and highlights the challenges and roadblocks businesses may face in building a renewal, upsell, and customer retention process. Stuart also shares success stories and examples of effective strategies, discusses the role of personalization and target marketing, and highlights the long-term benefits of focusing on renewals, upsells, and customer retention. Finally, he recommends using tools like HubSpot to manage renewals, upsells, and customer retention efforts. Takeaways: Retention starts on day one and requires a proactive strategy focused on customer success. Measuring key metrics and indicators is crucial for tracking success in renewals, upsells, and customer retention. Building a renewal, upsell, and customer retention process requires overcoming challenges and roadblocks, such as siloed teams. Personalization and target marketing play a significant role in driving renewals, upsells, and customer retention. Focusing on renewals, upsells, and customer retention has long-term benefits, including offsetting the cost of acquisition and generating referrals. Chapters 00:00: Introduction 01:45: The Importance of Sales, Renewals, Up Sales, and Customer Retention 04:07: Mindsets for Approaching Renewals, Up Sales, and Customer Retention 06:09: Strategies and Tactics for Increasing Renewal Rates and Upsells 10:06: The Role of Customer Experience in Driving Renewals, Upsells, and Customer Retention 12:50: Metrics and Indicators to Measure Success in Renewals, Upsells, and Customer Retention 18:20: Challenges and Roadblocks in Building a Renewal, Upsell, and Customer Retention Process 23:04: Success Stories and Examples of Effective Strategies for Renewals, Upsells, and Customer Retention 26:19: The Role of Personalization and Target Marketing in Driving Renewals, Upsells, and Customer Retention 30:42: Long-Term Benefits of Focusing on Renewals, Upsells, and Customer Retention 34:42: Tools and Technologies to Aid in Managing Renewals, Upsells, and Customer Retention 38:30: Key Takeaway: Retention Starts on Day One