We use cookies to enhance site navigation, analyze site usage and show personalized advertising. See our Privacy Policy. California residents - see CCPA Privacy Policy Supplemental for opt-out options.

This content is currently only available to TSIA members.

If you believe you are seeing this message in error,
please let us know.

Research Report

TSIA Case Study: The Power of the “Uptell” (Abridged)

Find out how Microsoft has mastered the art of the "uptell." 

Microsoft support engineers and advocates actively encourage and advise customers to utilize relevant features of their already-purchased products, or they show them resources and services which they were not aware of and would benefit from utilizing.

Because the customer is not being asked to purchase anything new, and instead is being helped to find greater value in what they have already purchased, this type of interaction is referred to as an “uptell” rather than an “upsell.”

At Microsoft, this initiative is called the “Achieve More” program, and the resulting conversations over the past three years have been correlated with dramatically lower churn rates and higher customer satisfaction. In addition, it has helped transform their customer support organization from a traditional cost center to an actual profit driver to Microsoft’s top line.

This abridged case study documents the history of the Achieve More program and talks about the basic motions that Microsoft took to make the program a success, and recounts the stunning results it has seen.

Authored By:

Steve Frost

Vice President and Managing Director, Revenue Research and Advisory, TSIA

Publish Date: February 13, 2023

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

Experience Our Community

Our thriving community of 35,000 services leaders rely on TSIA insights every day.