The Upsell Revenue Already in Your CRM That Nobody Is Looking At
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Kehinde Fatosa - 10 min read
Most service businesses are sitting on upsell revenue opportunities they’ll never act on.
Not because their customers aren’t signalling interest, but those signals are buried in call recordings that nobody is listening to. Majority of client facing teams rely entirely on their reps to identify upsell and cross sell opportunities during calls. No system. No tracking. Just hoping someone catches it in the moment.
They usually don’t.
The Problem With Leaving Upselling To The Rep
Here’s what typically happens. A customer mentions something in passing – a new project, a growing team, a challenge they’re quietly struggling with. A sharp rep picks it up and flags it. Everyone else moves on.
That’s not a pipeline strategy.
The teams we work with aren’t short on customer conversations, they have thousands of data points flowing through the business every month. Most of it gets logged, stored, and forgotten.
The opportunities are in there. The problem is there’s no way to surface them.
Analyze & Evaluate Calls. At Scale.
Why Call Recordings Don’t Solve The Problem On Their Own
A lot of businesses record their calls. Very few actually use them.
The recordings go to Google Drive, or a CRM folder, or an auto-generated transcript that nobody reads. The greatest use, for most teams, is catching someone up who missed the original call.
That’s not an intelligence system.
The gap is that there’s no path from the data to an action. Someone needs to listen, notice, flag, and follow up. At any real volume, that doesn’t happen consistently but happens when someone has time, which is almost never.
What You’re Actually Missing
The upsell revenue signals that get missed aren’t always obvious. They’re not customers saying “I’d like to buy more.”
They’re a client mentioning they’re expanding into a new market. A passing comment about a problem they haven’t solved yet. A question about a service they didn’t know you offered. Frustration with a current workaround that you could replace.
These moments happen on almost every call. And without a system to catch them, they disappear the second the call ends.
Upsell revenue identification often fall on the team to hear and pick up on those cues. Some do. Most don’t. And there was no way to know the difference.
What Fixing Upsell Revenue Looks Like
The businesses closing this gap aren’t adding more people or asking reps to take better notes. They’re building a system that does the listening for them.
Every call gets analysed and upsell signals get flagged automatically, not based on keywords alone but on context. What is the customer trying to solve? Did they mention something that falls outside the current scope? What are they going to need next?
That information surfaces in a dashboard. Someone owns it. Action gets taken.
The result isn’t just more revenue from existing customers – though that happens. It’s a completely different relationship with your customer base. You stop reacting to what clients tell you and start anticipating what they need.
The Bottom Line On Upsell Revenue
Your customers are telling you what they want. They’re doing it on every call.
The question is whether you have a system to catch them before they disappear.
Analyze & Evaluate Calls. At Scale.
