If you've implemented automated lifecycle emails to your customers, you probably engage them to upgrade to a more expensive plan, promoting the benefits they would get.
When a customer upgrades from one plan to a larger one, he’s making an act of faith in your product and telling you he is happy with the experience. So give him a call, to:
Thank him (he just gave you money after all).
Understand his needs and help him benefit from the new features he gets access to.
Ask for his feedback and take the opportunity to trigger a referral process (a customer who just upgraded is most certainly very satisfied at this very moment).
You can even leverage this post-upgrade call in your pricing policy rcs database and include an access to phone support and/or a dedicated account manager in your more expensive plans:
Upgrade from Starter to Premium gives the customer access to phone support. Give a call to highlight this feature and valorize the choice the customer just made.
Upgrade from Starter to Enterprise gives the customer access to a dedicated account manager. Give a call to introduce yourself and initiate the relationship.
Free RevOps Guide: Deploy an Effective Revenue Strategy for Your Scaling Business.
"NPS" events
The net promoter score consists of assessing the level of satisfaction of your customers by asking a single question: “How likely is it that you would recommend our service to a friend or colleague from 0 to 10?” and taking action from there.
Let's consider the initiative launched by Mention, an online monitoring software to reduce customer churn. The grade chosen by the customer leads to a more specific question, which then triggers an auto-generated email based on the answer.
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