Expansion Playbooks Skill

When to Use

• Identifying accounts ready for cross-sell or upsell.

• Designing lifecycle campaigns that move customers from adoption to value realization and expansion.

• Partnering with sales/CS to run QBRs, roadmap reviews, or packaging changes.

Framework

• Signal Stack – product usage milestone, success plan completion, idle licenses, executive sponsor engagement.

• Play Types – roadmap preview, ROI workshop, packaged add-on offer, multi-product bundle, success story swap.

• Offer Crafting – align incentive (discount, pilot, service credits) with customer value narrative.

• Execution Channels – CS outreach, lifecycle nurture, webinars, executive programs.

• Measurement – expansion pipeline, attach rates, ARR per account, payback.

Templates

• Expansion readiness checklist.

• QBR/EOQ review deck outline.

• Offer matrix (persona x trigger x CTA).

Tips

• Keep CS + sales alignment tight on ownership and comp.

• Document experiments (pricing, packaging) and share learning loops with product.

• Pair with customer-insights to validate readiness signals before outreach.