Our retention is solid and users keep asking for specific features in support tickets.
But when I bring up potential upsells in team meetings, everyone just talks about acquisition instead.
Feels like we’re leaving money on the table.
Focus on existing users first. They drive steady revenue.
Support tickets are basically free market research. If users keep asking for the same stuff, that’s your upsell right there.
Grab your support tickets and see what features people keep asking for - that’s your roadmap. Make the most popular requests into paid tiers. Your users are basically telling you what they’ll buy. Pick one feature, put it behind a paywall, and test pricing with your best users first. Don’t waste time debating - let the numbers show if the upsell actually works.
Been there. Teams get obsessed with new users because it feels exciting, but squeezing more from existing ones is way easier.
Pull your highest LTV users and survey them about features they want. Ask what they’d pay. You won’t get tons of responses, but the ones you do get matter.
Take that feedback and mock up a premium tier. Show your team the actual user quotes and payment amounts. Hard to argue with real revenue projections from people who already use your product.
This saved me when everyone wanted to blow money on ads instead of fixing our monetization.