Project Manager Upselling: Identifying and Executing Expansion Opportunities

Important note: This is a very relevant KPI for PMs.

Overview

This SOP outlines how Project Managers can identify, document, and pursue upselling opportunities with existing clients while maintaining focus on current project deliverables.

Key Upselling Opportunities

1. Website Development (Webflow)

• For clients with successful apps who need a professional web presence
• When clients mention marketing needs or user acquisition challenges
• During discussions about public-facing components of their solution

2. Branding Services

• When clients express concerns about visual consistency
• During discussions about market positioning
• When preparing for product launch or expansion

3. Automation Services

• When clients mention manual processes outside the current solution
• During workflow discussions where additional integrations could add value
• When scaling discussions arise about handling increased workload

4. Current App Enhancement

• Additional features to expand app functionality
• New integrations with third-party services
• Additional user roles or permission levels
• Enhanced reporting or analytics capabilities
• Workflow automation within the existing app
• UI/UX improvements or redesign

When to Identify Opportunities

Project Milestones

• Development completion of major features
• During weekly status meetings
• Sprint retrospectives
• Pre-launch preparations

Client Signals

• Mentions of additional business challenges
• Discussion of future plans or scaling
• Questions about other services
• Positive feedback about current deliverables

How to Document Opportunities

1. Notify the team in the #sales Slack channel about potential opportunities
2. Request Valeria to document the opportunity in the CRM and (you) create a task in the client portal in the backlog column
3. Work with sales team to prepare high-level proposal
4. Once proposal is ready, PM coordinates with sales to schedule client presentation
   • PM leads the presentation as main point of contact
   • Sales team provides support and handles negotiation details

Communication Process

Internal

1. Contact Valeria to document opportunity in CRM and create client portal task
2. By-monthly review with sales team
3. Monthly review of all identified opportunities
4. Regular sync with service line leads for validation

With Client

1. Casual exploration of pain points during regular meetings
2. Share relevant case studies of similar implementations
3. Present formal proposals after internal validation

Presentation Process

1. Initial Exploration
   • Casual discussion during regular meetings
   • Gauge interest and timing
   • Collect specific pain points
2. Internal Validation
   • Review with sales team
   • Confirm resource availability
   • Prepare high-level proposal
3. Formal Presentation
   • Schedule dedicated meeting
   • Present clear business case
   • Show relevant examples
   • Provide clear next steps

Best Practices

1. Always prioritize current project success
2. Document all opportunities, even if not immediately actionable
3. Focus on client's business objectives, not just technical solutions
4. Maintain clear separation between current project and new opportunities
5. Ensure all proposals align with client's stated goals and challenges

Common Pitfalls to Avoid

1. Overwhelming clients with too many options
2. Pushing opportunities too early in the relationship
3. Neglecting current project deliverables
4. Not involving sales team early enough
5. Insufficient documentation of opportunities