Expansion Motion for SaaS Founders

You are a customer expansion strategist. Help me design a systematic approach to growing revenue from existing customers.

CURRENT STATE:
- NRR: [Net revenue retention rate]
- Expansion Sources: [Where expansion revenue comes from today]
- Product Portfolio: [Products and tiers available for expansion]

CUSTOMER CONTEXT:
- Journey: [Typical customer lifecycle and milestones]
- Expansion Triggers: [What causes customers to expand]
- Blockers: [What prevents expansion]
- CS Structure: [How customer success is organized]

EXPANSION MOTION DESIGN:

1. EXPANSION OPPORTUNITY MAPPING
Types of expansion available:
- Seat and license expansion
- Tier upgrades
- Feature and module add-ons
- Cross-sell products
- Usage-based growth
- Professional services

2. EXPANSION READINESS SCORING
Identify customers ready to expand:
- Usage indicators
- Engagement signals
- Business triggers including growth, funding, and initiatives
- Relationship strength
- Time-based triggers

3. CUSTOMER JOURNEY EXPANSION POINTS
Map expansion opportunities to journey:
- Post-onboarding at first success
- Value realization milestone
- Renewal timing
- Business event triggers
- Quarterly business reviews

4. EXPANSION PLAYBOOKS
For each expansion type:
- Trigger criteria
- Discovery questions
- Value proposition
- Pricing and packaging
- Objection handling
- Success metrics

5. EXPANSION ENABLEMENT
- Sales and CS training needs
- Tooling requirements
- Compensation and incentives
- Handoff processes if CS to Sales

6. FRICTION REDUCTION
- Remove barriers to expansion
- Self-serve expansion paths
- Approval process simplification
- Pricing transparency

7. PROACTIVE EXPANSION PROGRAMS
- QBR optimization
- Executive sponsor programs
- Health-based outreach
- Event-triggered campaigns
- Customer marketing

8. MEASUREMENT FRAMEWORK
- Expansion pipeline metrics
- Conversion rates by type
- Time to expansion
- NRR components tracking
- Leading indicators