Use Pipedrive for cross selling and up selling existing customers

Akshay Gupta

Pipedrive works best for closing new deals. 
How to set up Pipedrive, for cross selling and up selling existing customers?

- This would require, allocation of customers to sales people. 
- Maintainig data like, existing services which customer is using, priority, etc 
- They shall interact with their set of customers of periodic basis to promote other products/services
- Once customer is interested for something, deal shall be created and closed.

Our main goal is to know our customers and make them aware about our products and services, by making relationships. This is long process and requires patience, but we want to use Pipedrive for this, so there shall be a system.

I would like to know how you are doing this in Pipedrive, so we could set up best practices.

Cenk Tukel

Hi Gupta,

We keep a separate Pipeline called "Clients" and move all the Won deals to that Pipeline. We also label these contacts as such (Client), and have custom fields that show the services they have bought (we have 10-15 services listed and choose those that client has bought).

Then, we manage the upsells and cross-sells from the Client pipeline. Depending on your organization, it may be the same sales team or the client team making these sales activities.

In addition, we use email marketing tool to send mass email, tsegmenthe leads, etc. which 2-way sync with Pipedrive via PieSync. In this way, we also send email campaigns to our clients from our email marketing tool.

I am also curious about best practices to make our process better or maybe completely different. 

 

Matthias Willberg

Hi Ashkay Gupta,
hi Cenk Tukel,

we connected PD to our ERP-System. That allows us to update existing clients with custom field information.

Upselling deals we manage in a specific pipeline too.

All Reports are filtered either to prospects or to clients.

That's how we solve this.

Best regards, Matthias Willberg 

Akshay Gupta

Cenk Tukel said:

Hi Gupta,

We keep a separate Pipeline called "Clients" and move all the Won deals to that Pipeline. We also label these contacts as such (Client), and have custom fields that show the services they have bought (we have 10-15 services listed and choose those that client has bought).

Then, we manage the upsells and cross-sells from the Client pipeline. Depending on your organization, it may be the same sales team or the client team making these sales activities.

In addition, we use email marketing tool to send mass email, tsegmenthe leads, etc. which 2-way sync with Pipedrive via PieSync. In this way, we also send email campaigns to our clients from our email marketing tool.

I am also curious about best practices to make our process better or maybe completely different. 

 

Wow! Thank you so much. 
This has opened many possiblities. 
So once a new opportunity is generated from a Client, does team create a new Deal ?
Which email tool you are using?
What stages have you created in "clients" pipeline?
We want to manage and check which client has been pitched which product and what is the result of it.
Let's say client - ABC is using Product "X" and we can cross sell "Y" and "Z".
So salesman shall be able to see that client is using "X" [as you told can be managed thru custom filed]
Now sales pitched "Y" already 2 weeks back, but cleint has no requirement.
Salesman now wants to pitch "Z"

So there can be statuses like - 
 

SOLD	Already sold and now no more can be sold
Not Pitched	You know that they might buy, but you have not yet pitched.
Not required	You have pitched thoroughly and found that they dont need.
Up sell	You have sold them, but they could buy more of this product.
In Progress	You have already pitched this and the deal is in Progress.
Blank	You have not identified the opportunity in the Matrix.

Client = Deal
Products = Custom Field in Deal/Org/Person

I am not able to think how we can manage product wise status as mentioned above and how can we use Stages in this pipeline.


 

Cenk Tukel

Dear Matthias, thank you for the insight.
 

Hi Akashay,

1) So once a new opportunity is generated from a Client, does team create a new Deal ?
The "Client" pipeline sees all the clients there as a deal. We define the deal stages as per the potential. and also define the rotting period longer than regular sales deals.

2) Which email tool you are using?
We use Drip and integrate with PD via PieSync. All the custom fields, including the tags in Drip are synced 2-way.

3) What stages have you created in "clients" pipeline?

I guess replied in item 1 above :-)
 

Akshay Gupta

Cenk Tukel said:

Dear Matthias, thank you for the insight.
 

Hi Akashay,

1) So once a new opportunity is generated from a Client, does team create a new Deal ?
The "Client" pipeline sees all the clients there as a deal. We define the deal stages as per the potential. and also define the rotting period longer than regular sales deals.

2) Which email tool you are using?
We use Drip and integrate with PD via PieSync. All the custom fields, including the tags in Drip are synced 2-way.

3) What stages have you created in "clients" pipeline?

I guess replied in item 1 above :-)
 

Thanks, can you please check my updated reply. I have added a real life issue and looking to manage it in PD.

Martin Pecha_2338

Hi @Akshay Gupta ,

we developed a system very similar labelled system to @Cenk Tukel . However, our pipelines are segmented to markets - we separate upsells, cross-sells, and first sells by structured name in the title of the deal, and also, there are details in the custom fields within the deals. 

Because we are SaaS, we need to renegotiate deals - for this, we have a particular pipeline, which is filled with deals, whenever any contract should expire in 3 months. 

For the campaigns, we use Klenty. We are trying to separate leads and real contacts, so we do research on leads and push only contacts to PD that replied. 

We had to monitor our contacts if they are not switching jobs because we are in the segment where people rotate a lot within the industry. This creates a great easy sales opportunity for closing new deals quickly because they want to use the same product in the job as well. However, it also creates a churn risk. 

For this, we started to use Champlist (I have recently spoken about it here ). It is a new project currently in beta, but it already has integration with PD.

Anne50

Really helpful discussion, thank you!