What it does: Designs strategies to increase revenue from existing customers through upsells and cross-sells. When to use it: When NRR is below 100%, to improve capital efficiency, or when new logo acquisition is expensive.
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
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What it does: Designs strategies to increase revenue from existing customers through upsells and cross-sells. When to use it: When NRR is below 100%, to improve capital efficiency, or when new logo acquisition is expensive.
What it does: Identifies and evaluates adjacent market segments to fuel next-stage growth. When to use it: When approaching market saturation, during fundraising for growth capital, or when core market is slowing.
What it does: Designs pricing tiers that align with customer value perception and optimize revenue capture. When to use it: Pricing overhauls, packaging redesigns, or when tier distribution is unhealthy (everyone on lowest tier).
What it does: Designs feature bundles that increase retention, expansion, and competitive differentiation. When to use it: Product packaging decisions, competitive response, or when feature sprawl is confusing customers.
What it does: Identifies root causes of customer churn and develops targeted retention strategies. When to use it: When churn exceeds benchmarks, after losing key accounts, or during retention-focused initiatives.
What it does: Identifies and focuses on the highest-value customer segments to improve efficiency and growth. When to use it: GTM planning, when resources are constrained, or when customer quality varies widely.