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Gray is the Color of Victory!?

Posted on 16. Jan, 2010 by in 6) Upgrade Them, Service / Customer Relationship

I’m not sure the old-era (non-SaaS) software industry was trying to teach us anything when they included this feature in their software … but it has had a bigger impact on the success of our clients’ up-sell and cross-sell efforts than any other tip we can offer.

The trick is to gray-out features of your code that are not available without an upgrade.  Keep the (gray) link active, but just have it launch a page asking the user to upgrade to activate the feature.

It’s a small tip, and easy to implement … but it makes a big difference.  And remember, an upgraded customer has a 35% longer life cycle as your customer than a ‘basic’ user.

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