Find Upsell Opportunities With Workflow Visibility

Upselling is one of the most efficient and sustainable ways to grow revenue, build customer relationships, and maximize the lifetime value of existing accounts – all without the high costs of acquiring new customers. It’s not just about selling more. It’s about delivering more value to customers who already trust and benefit from your product or service.

In addition to it being less expensive, upselling is also more likely to be successful than bringing in a new customer. According to Investopedia, companies are 60% to 70% more likely to sell to an existing customer, compared to a 5% to 20% likelihood of selling to a new customer. The higher the chance of an ROI, the easier it is to justify investing your time.

That doesn’t mean upselling is a walk in the park. But with the right tools and level of visibility, you can increase your organization’s chances of targeting the right customers at the right time to offer a mutually beneficial upgrade.

Why Focus on Upselling?

In addition to its lower acquisition costs, upselling comes with benefits like:

• Scalable, predictable growth: A healthy upsell pipeline creates more predictable revenue streams than relying on new customer acquisition alone.
• Increased customer lifetime value (CLTV): Upselling deepens product adoption and can turn a one-time buyer into a long-term partner.
• Stronger customer relationships: When upsells are based on actual needs and usage, they feel helpful. You’re seen as a growth partner rather than just a vendor.
• Increased product and service innovation: Patterns in upsell success can guide product development by informing roadmap priorities.

How Enhanced Workflow Visibility Can Help Upsell Opportunities

The best way to upsell is to meet customers where they are in their growth journey and offer solutions that relieve their pain points. To do this effectively, you need intel to identify when they’re ready to scale. This comes through greater visibility into their workflows, which can be found through solutions like project management software.

Here are a few ways you can use project management tools to gain essential insight and guide your upsell strategies.

Reveal Customer Behaviors and Usage Patterns

Project management software can provide visibility into workflows like sales pipelines, customer onboarding, and product usage so you can see which features customers are using most (or not at all), where bottlenecks or delays occur, and which services are adopted over time. If a customer is consistently using a feature tied to a higher-tier plan, that may indicate a readiness to upgrade.

Find Gaps in Current Offerings

Workflow visibility uncovers what companies are doing manually or inefficiently. If users are building complicated workarounds to compensate for limited functionality, this signals that some needs aren’t being met.

As an upsell opportunity, you could suggest premium automations, integrations, or add-ons that directly solve their workflow pain points.

Improve Customer Success

Seeing support ticket flows, onboarding progress, and recurrent issues can help you pinpoint common customer struggles. This provides an opportunity to offer additional training services, advanced support tiers, or additional modules that reduce friction.

Predict Customer Needs

With real-time visibility, you can identify patterns that typically precede an upsell, such as:

• Increased usage
• Adding new team members
• Expanding to new locations
• Higher task volume

This insight enables you to proactively offer upgrades before the customer asks. This could include adding more seats or licenses or integrating enterprise features.

Empower Sales and Account Teams

Workflow dashboards give sales reps visibility into customer journeys, pain points, and potential needs. This allows reps to personalize their pitches based on actual data and behavior rather than on assumptions, helping them feel more confident and prepared.

Identify Upsell Opportunities Using This Checklist

To make it easier to find upsell opportunities, bookmark this checklist of indicators that can help identify when a customer is ready for an upgrade, add-on, or additional service.

User & Team Growth

1. The number of users has increased over time.
2. The customer has added new departments or cross-functional teams.
3. They’re regularly inviting new guests and collaborators.
4. They’re making more admin requests related to users and permissions.

Project Load & Complexity

1. There has been a spike in the number of active or simultaneous projects.
2. Projects are becoming larger in size.
3. Workflows are getting more complex.
4. More project templates are being created or cloned.

Feature Usage Patterns

1. The customer is consistently using premium features.
2. They’ve attempted to use gated or trial-only features.
3. They’re using a lot of automation rules, custom fields, or advanced reporting tools.

Customer Behavior Triggers

1. The customer has submitted multiple tickets about limitations or missing functionality.
2. They’ve engaged highly with help documents and training materials.
3. They make comments like, “We need more control” or “Can we connect this with…?”
4. The account administrator requests a demo or upgrade information.

How coAmplifi Can Help Increase Upsells Through Better Workflow Visibility

Upselling that doesn’t come across as “pushy” or off-putting requires inside knowledge of a customer’s business growth. The only way to get reliable insights is with real-time visibility into their day-to-day operations and workflows.

coAmplifi, a workforce management solution with built-in project management tools, offers unparalleled transparency into an unlimited number of projects, which can be used to track customer support tickets, interactions, feature usage, and more. Its business analytics features also make it easy to spot untapped opportunity gaps, analyze customer behavior, and make quick, data-driven decisions.

Position your business for more scalable and sustainable growth. Schedule a demo now!