expansion-playbook
Use to package upsell, cross-sell, and advocacy motions tied to customer outcomes.
What this skill does
# Expansion Playbook Library Skill ## When to Use - Preparing QBRs/EBRs where growth plays should be highlighted. - Running account reviews to recommend upsell/cross-sell motions. - Equipping AEs/CSMs with talk tracks and proof aligned to success milestones. ## Framework 1. **Trigger Mapping** – link product usage, milestone completion, or executive asks to specific plays. 2. **Value Narrative** – outline business impact, ROI proof, and reference customers per play. 3. **Commercial Guardrails** – specify packaging, pricing, approvals, and compensation cues. 4. **Enablement Kit** – include decks, ROI calculators, success stories, and objection handling. 5. **Measurement** – track attach rate, win rate, and cycle time for each play. ## Templates - Play card (trigger, narrative, assets, owners, KPIs). - Executive talking points for expansion proposals. - Post-play follow-up checklist with success metrics. ## Tips - Keep plays prioritized (top 3 per segment) to avoid overwhelm. - Pair with `account-health-framework` to time plays when risk is low. - Capture learnings after each motion to refine triggers + messaging. ---
Related in Sales & CRM
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customer-success-manager
IncludedMonitors customer health, predicts churn risk, and identifies expansion opportunities using weighted scoring models for SaaS customer success
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