81- Account expansion (part 2)

Ever wish you could boost revenue without scrambling for new customers? You can! But only if you maximize the hidden growth opportunity in your existing customer base. In Episode 81 of B2B Marketing Snacks, co-hosts Brian Graf and Stijn Hendrikse welcome back B2B SaaS CMO Cecilia Pérez-Muskus to continue the discussion from Episode 80. Our very own B2B SaaS experts dig into how the best SaaS companies drive over 50% of their revenue from current customers (while the average is only ~28%). They have practical advice for you on using customer success, product usage data, and account-based marketing to capture a ton of untapped revenue. Here’s what you’ll learn: The biggest expansion mistakes to avoid: Why chasing new logos while ignoring current customers is a recipe for missed revenue (and even churn), and how great SaaS companies flip this script. “Land and Expand” done right: How starting with a small beachhead (a single team or use-case) can lead to multi-department wins and multi-location rollouts – without the long enterprise sales cycle. Aligning your team for growth: Tips on getting Sales, Marketing, and Customer Success on the same page to drive upsells. (Hint: your CSMs can become a second sales force when it comes to expansion, especially when they partner closely with sales reps.) Finding upsell gold in your data: How to spot upsell and cross-sell opportunities by analyzing product usage patterns and listening to customer feedback. You’ll discover ways to use surveys, support tickets, and in-app metrics to identify who’s ready for an upgrade (and who might need extra love). Account-based marketing for existing customers: Tactics for running one-to-one ABM campaigns targeting your current accounts – from personalized email outreach to tailored content that addresses each customer’s next potential “job to be done.” Key metrics and growth levers for expansion: Which expansion metrics matter most (think Net Revenue Retention and percent of revenue from expansions) and how to move the needle. Plus, why regularly revisiting your pricing and packaging can significantly boost customer lifetime value. Scaling isn’t just about landing new deals – it’s about maximizing value from your existing base to drive efficiency and profitability. You’ll come away with practical ideas to improve retention, increase each account’s revenue contribution, and get your team aligned on expansion as a growth strategy. B2B SaaS Marketing Snacks is one of the most respected voices in the SaaS industry. It is hosted by two leading marketing and revenue growth experts for software: Stijn Hendrikse: Author of T2D3 CMO Masterclass & Book, Founder of Kalungi Brian Graf: CEO of Kalungi B2B SaaS companies move through predictable stages of marketing focus, cost and size (as described in the popular T2D3 book). With people cost being a majority of the cost involved, every hire needs to be well worth the investment! The best founders, CFOs and COOs in B2B SaaS rely on a balance of marketing leadership, strategy and execution to produce the customer and revenue growth they require. Staying flexible and nimble is a key marketing asset in a hard-charging B2B world. Resources shared in this episode: BSMS 80 - Account expansion (part 1) FREE B2B SaaS Go-to-Market Checklist for Market Expansion BSMS 63 - Expand your market with Ansoff’s Matrix BSMS 23 - Product led growth vs. sales led growth T2D3 CMO Masterclass Submit and vote on our podcast topics ABOUT B2B SAAS MARKETING SNACKS Since 2020, The B2B SaaS Marketing Snacks Podcast has offered software company founders, investors and leadership a fresh source of insights into building a complete and efficient engine for growth. Meet our Marketing Snacks Podcast Hosts: Stijn Hendrikse: Author of T2D3 Masterclass & Book, Founder of Kalungi As a serial entrepreneur and marketing leader, Stijn has contributed to the success of 20+ startups as a C-level executive, including Chief Revenue Officer of Acumatica, CEO of MightyCall, a SaaS contact center solution, and leading the initial global Go-to-Market for Atera, a B2B SaaS Unicorn. Before focusing on startups, Stijn led global SMB Marketing and B2B Product Marketing for Microsoft’s Office platform. Brian Graf: CEO of Kalungi As CEO of Kalungi, Brian provides high-level strategy, tactical execution, and business leadership expertise to drive long-term growth for B2B SaaS. Brian has successfully led clients in all aspects of marketing growth, from positioning and messaging to event support, product announcements, and channel-spend optimizations, generating qualified leads and brand awareness for clients while prioritizing ROI. Before Kalungi, Brian worked in television advertising, specializing in business intelligence and campaign optimization, and earned his MBA at the University of Washington's Foster School of Business with a focus in finance and marketing. Visit Kalungi.com to learn more about growing your B2B SaaS company.